We enjoyed a spectacular days snorkelling with Wild Whale Sharks on our fantastic holiday to RIU Palace Mexico. The trip was organised with the hotel rep Richi who was great. Not being a confident swimmer he really went the extra mile in helping me practice snorkelling in the pool to make sure I could enjoy the day. We managed four jumps in with different Whale sharks which was the most magical experience. I would highly recommend Richi, the team and this trip for anyone who loves the ocean and animals. Thanks guys!!

We booked with Richi at the Riu Palace México. He was great even when we decided to change our trip. He sorted it all out and we ended up with two trips, one to the Dolphin Discovery Centre in Puerto Aventura, which was amazing of course! And another snorkelling on the reef. The clear waters and abundance of sea life (we saw sea turtles, Rays and starfish and hundreds of fish species) made it the trip of a lifetime! Thanks Richi!

Where do I start. Booked and paid online for 'cenotes and turtles' trip. When I arrived I went to confirm, and booked a second snorkel trip from the hotel Scuba Caribe centre at RIU Palace Mexico. Tall guy from Chile dealt with me, Jack the Lad type who spent most of his time playing volleyball, talking to girls and wandering around as though he owned the place. I told him about the booking online, he looked confused and said he would sort it, come and see him in two days as he would have to print a ticket. He rang someone and booked me in the name of ALEX for 8.40am on Thurs. Snorkel trip went OK, not the best kit or location but the staff were OK.
When I went to get my TURTLE/CENOTES ticket I was told he was on 3 days off ! I dealt with A Huerta and A Torres. It took about 90 mins of arguing. I was told that the trip didnt exists (despite it being on their bragging board as top 5) then that the code had changed and it now went to Tulum. I had been to Tulum. More arguing and he repeatedly told me I could not do it, maybe the following week (when I was home). Then when I started demanding a refund he rang someone and told me It was on and we could go but it would cost $15 docking fee at Akumal as it was a private trip. I agreed and he produced a ticket and wrote on it 8.20am lobby pickup, $15 usd dock fee Akumal. I still have this. I heard him book it as Mr Alex Rowlands. So at pick up time I was still sceptical, bus arrived at 8.20am (8.40 as originally told and I would have missed it). Driver shouts ALEX, and we start to board. I ask him where we are going and he seemed surprised and said Tulum. More discussion when I show him my ticket says 001260 Tortugas- Cenote, he is on the phone for ages, when asked to hurry up by another staff member he says, no its OK I wam waiting for Alex Rowlands anyway. So we are booked on the wrong trip.....twice. I saw his pick up sheet, ALEX 2 persons Tulum, Alex Rowlands 2 persons Tulum. Eventually I am told to go back and see The Chile guy (Mateo Mateu something like that), he is waiting for me at the beach shop. We get down there, he is day off. Spoke to someone else and after another hour of messing around on the computer, phone etc am finally told I will have to claim online. They were still waiting for Mr Rowlands (!). THEN when getting towels to calm down by the pool I am accosted by Ricardo Martinez, he is trying the hard sell of trips as people get towels. I laid into him and to be fair he was really good. Told me he was the boss and he would sort it out, back down to the beach shop for another long session of explaining, trying to be sold a different trip etc. He spoke to Violeta Alonzo, local PR. EVENTUALLY he takes a print of my credit card so he can try to get a refund, he even gave me he whatsapp number so I could get in touch if Violeta could not help as he was off the following day. He was the only decent sympathetic member of staff, and he tried hard to get my refund.
Violeta tells me Bianca the online sales person i paid in Feb would have to deal with it. Ricardo had told me my Scuba caribe receipt had no cc auth code on it, so he couldnt do a refund till he got that. Then a day or so later I get an email from Bianca saying she is flabbergasted and will look into it (she is based in another country, CC payment went via Chicago). Next Violeta ('You will have to deal with Bianca') is in touch asking me when we leave. I tell her we have now done the tour with TUI and just want a refund. 3hrs before we leave for home, I am met by Violeta in the lobby who pays me in cash exactly what I paid as a refund. No offer of a voucher, money, gift as compensation for the hrs of inconvenience. I suspect they had lost the auth code so had to refund cash. This is shortened believe it or not, to just the facts. I got real hard sell, couldnt care less attitudes from all except Ricardo ( I think he realised I was no push over). So be careful with this operation and dont believe all the BS they feed you.