Amstar DMC Reviews 75

Communication technology is almost non-existent. They have no app or website to confirm your transfer. I received email communication only after I called them to request it. It took about an hour over the phone. Email or text should have been automatic upon booking. They were completely confused about who was on our shuttle. However, they did arrive on time. It’s just nice to know in advance if they are going to be there. Good luck getting confirmation.

Bait & Switch! I was in touch with an Amstar sales rep, Roberto Andrade, about booking a visit to Cenote Zepote, a reputable Eco park with 4 Cenotes and other attractions, near our hotel in Riveria Maya. The rep confirmed that he could book the requested excursion. The next day, our tour guide took us elsewhere to a different place. It has just 1 muddy Cenote. It was not the place or experience we paid for and expected.

Amstar Customer Service is aware of the bait & switch and has done little to remedy the situation, other than to say they will look into it with their 3rd party provider.

We were misled by Amstar and feel completely cheated - both in the money we spent and the time we devoted to this activity.

We were taken for $240.00 on a horseback riding excursion in February 2026. We were unable to do the excursion and were told we would be refunded. Our sales person Yuli Shalom said she would take care of it, but she was concerned about the money she would be out so she never did handle it. After several failed attempts in me trying to get a response from someone, I've determined that they a refusing the refund. I would use Amstar for shuttle service, but never schedule an excursion with them.

Car was fine. Clean. Drivers were nice. The real issue was safety and the sale of a product they could not provide. I paid for roundtrip private car for my family from Punta Cana airport to our hotel, specifically because they offered a car seat for an additional fee. We were going to bring a car seat because safety for our toddler is very important to us. For both rides, the driver did not know how to properly install the car seat so we were unable to use it. I didnt bring a car seat because they were supposed to provide one. I paid a premium for their car service and yet they sold me a service they could not provide. After the first trip I let them know that they car seat could not be used because the driver had no idea how to install it. They assured me that for the ride home the driver would install the seat properly. When we got in the car to go back to airport, the car seat was not installed even close to the correct way. These were not the tyep of carseats we were used to so I did not know how to install it myself, but I did know that they were not installed correctly. The car seat could move around freely and was not remotely stable. Having drivers who do not know how to properly install car seats (despite selling the service) and therefore forcing passengers to put their children in unsafe situations is unacceptable. I then followed up demanding a full refund. Although they did drive us, it was unsafe and we paid a premium for a service they could not provide. I would have brought my own carseat and used a much cheaper taxi had I know they couldn't actually install the seat. After several emails they best they would offer is a refund for the car seat charge. So they offered zero compensation for selling a service they couldnt provide nor compensation for putting my family at risk. Even after all of that, it has been over a month and they still havent even refunded the charge for the car seat. Terrible customer service and zero accountability.

My experience with Amstar Excursions was extremely disappointing. I booked a catamaran excursion for myself and my 70-year-old father while vacationing in Mexico. Due to high winds, Amstar postponed the excursion not once, but three separate times. While weather delays are understandable, what followed was completely unacceptable.

After multiple postponements, the excursion was ultimately pushed to the very day I was forced to leave due to major flight disruptions caused by a storm. Despite the fact that we never had the opportunity to participate — through no fault of our own — Amstar refused to provide any reimbursement.

The lack of flexibility and basic customer consideration was shocking. It was apparently acceptable for them to cancel or reschedule due to weather, yet when circumstances outside of our control prevented us from attending, they showed zero willingness to work toward a fair resolution.

This reflects very poorly on their company. The customer service was awful, the policies feel one-sided, and the overall handling of the situation was incredibly frustrating. I would not recommend Amstar Excursions to anyone.

My shuttle service from the Cancun airport to the resort was great! I traveled with my 6 month old baby and I reserved and prepaid for a car seat round trip. The initial shuttle transfer was equipped with a car seat.
My shuttle service from the resort back to the Cancun airport did not provide a car seat. I explained that I prepaid for a round trip car seat. I was told that I would get refunded my money, but that there was not an option for a car seat to be provided on the transfer back to the airport. Very disappointed.

Good experience :)

We were a group of 18,we did the land and sea tour with Melinda and clem.they were fabulous,fun,informative.i highly recommend this tour.clem was a great driver,and Melinda brought so much energy to our loud energetic group.

Good!!!!! 👍👍

After paying in advance for a excursion to Chechen Izta and meeting all the requirements they forgot to register me for the tour. I found that out after waiting for a hour after the supposed pickup time. After the first 15 minutes of late shuttle arrival, I was told they were just running behind. After 30 minutes Amstar rep decided to call and see what the delay was. Driver was to call back. Seems I wasn't on the pickup list. I ask for the driver to return, no help there. I ask Amstar to send a taxi to make it up, they said no, we will give your money back. We purchased a vacation with the purpose of visiting the Mayan ruins. All we got was "sorry". Nothing for the missed adventure, learning historical information. Zero consideration from Amstar.

what a fantastic company this is. They keep you fully informed all through the process and their operatives are politeness personified. I will not hesitate for a second to use them for my future travel arrangements.

Where do I even start with Amstar? A horribly run company. The people working there try their best, but they are saddled with a completely broken system and set of protocols.

On our arrival, our arranged vehicle was not ready for us. They struggled to find our reservation because the name the reservation was under was *not* the purchaser, but instead, took the first name from the alphabetical list as the reservation holder. In our case, it was one of the children of the group. So not very helpful. It took 20 minutes to find a bus for our transportation, then another 15 to find the pre-paid car seat for a baby in our group (keep this in mind as a theme.)

The drive itself was fine and the luggage loading and offloading were fine... again, the staff themselves do their best and we appreciated that.

During our stay at the resort, we ended up booking an excursion online instead of the counter, due to the timing of our stay and our daily schedule. When trying to get information from Amstar via email, they informed me that we were to wait for our bus to pick us up for our excursion, when it was supposed to be on-site at the resort (as we had booked.) I only got clarification when I spoke with an agent in person and they had to call the actual excursion company to clarify. On the day of, we waited (with three other families) for our excursion at the pre-arranged waiting spot. 45 minutes later, and no excursion or signs of Amstar agents to direct us. Another family had already been waiting for an hour before we arrived, so nearly two hours for them. I finally walked back *into* the resort to find the Amstar agent desk (since the outdoor booking kiosk was not manned at that time.) After speaking with them wondering where our excursion was, they called the excursion host company to learn that it was likely to be canceled due to poor weather conditions. Even though the same excursion was happening the next resort over. I asked why we were never informed, and their excuse was because I had booked online, they didn't have my phone number to contact me. Even though they had my email and could have easily sent a notification (or an agent to communicate with the 10+ guests waiting at the beach.) We ended up canceling for a refund, and although I was given a snapshot of the cancellation and refund I still have not yet received an email notification.

When we left, we had a ride booked complete with a pre-paid carseat. When we finally got to our bus and were getting ready to load into the bus, our driver was nowhere to be found. It turned out he was looking for a carseat. And furthermore, it turned out that there were no car seats. We had already been waiting 45 minutes to get onto our bus at that point. Their solution was for us to wait at the resort for another bus to come with a carseat from the airport (45 minutes away). For an international flight, this already would put us at 1.5 hours late to arrive at the airport. The solution that finally worked out for us was that the hotel bellhop had to loan Amstar his own personal carseat for us to use. Completely ridiculous... this was a service we had already paid for and they failed to even provide that!

As my title suggests, Amstar is a complete joke of a company. The people who are employed and work as the staff at the desks and drivers are by and large fine. They were doing their best with bad situations. But a proper tourism and excursion middle-person organization should not have this severe lack of internal coordination to make peoples' trips enjoyable. They are supposed to be at service of customers, but reality is that we would have been much better off without having dealt with them. Unfortunately they were the only company licensed to serve our resort, so we had zero choice or options! We *had* to use Amstar, despite our increasingly negative interactions... as such, we will never ever book any vacations or resorts again that utilize Amstar as their tourism service. I will never pay them another penny.

We booked our trips while in Cancun in Mexico with them. Luis was amazing talked us through every single trip told us all the information we need to know and helped us with any questions we had.

The team were amazing and on all of our trips we were picked up on time, food was good (sometimes cold).

The whale sharks were an amazing trip and was told the season was coming to an end and we saw 3 of them it was the highlight of our holiday.

If we come back to Mexico we will be booking through them again.

I recently had the pleasure of experiencing a wonderful tour arranged by Amstar, and I want to highlight Jared De Leon for his exceptional service. He was incredibly friendly and helpful throughout the entire experience. The tour itself was unforgettable, featuring a spectacular Cirque du Soleil show and a delightful dinner. I truly appreciated Jared’s attention to detail and warm hospitality. Highly recommend!

If I could give them zero star then I would! This is the same I sent to 2 supervisors and I have yet to receive a response. Alejandro wanted to give us a 50% refund after all we went through, which is very unacceptable! It was a very scary moment for us.

Good morning Cesar and Israel,
On Monday, June 16th, I booked an excursion for my family of 10 to do the RZR Jorullo bridge. This was the only excursion I booked through the resort. We booked 3 others outside of the resort that was smooth, efficient, and very well organized. I have also been to Mexico 7 times and this is the first time I have had a major issue and disappointment.

Alejandro the agent we booked this excursion was great in the beginning. He informed us that we needed to take a taxi to the place he circled on the brochure at 11:40. My sister and I repeatedly asked and questioned the time of 11:40 as to needing to be there at that time or taking the taxi at that time due to the brochure stating 11:40. Alejandro repeatedly responded with taking the taxi at 11:40 to the address circled in brochure . Our whole family was actually in the lobby at 10am and we were hanging out until we had to take the taxi. We left a few minutes earlier than told by Alejandro and took the taxi at 11:30. Also, I would not recommend taking a taxi as the fee was $45.00 dollars one way when you can take an Uber for $18.00.

We get to your facility and there were two females there. They asked how they could help, we stated we are here for our tour. She said the tour already left. That we were supposed to be there at 11:20 not 11:40. So right there we were misinformed on our time. One of the ladies stated she was going to call her supervisor Omar, supposedly he stated that we could pay to take a taxi to the mountain site. That did not sit well with us all. We just paid over $1,200.00 USD for an excursion, $45.00 USD for a taxi from our resort to your facility and now you want us to pay for an hour taxi ride all because of your agent’s miscommunication. I asked the women if she could call Alejandro and have him pay for the taxi, as it was his fault. They went back and forth for a bit and she started to make us feel very uncomfortable and unsafe. We were informed that Alejandro was going to take care of the taxi fee. This took approximately 15 minutes and now it is approximately 12:15 PM. When the taxi’s showed up(2 of them to fit 10 people) the woman and one the the taxi driver’s were fighting, yelling at each other and the other woman at the counter, put her hands on her head and said “oh my God”. At this point everyone in our party felt extremely unsafe, the kids started to cry, we were being mistreated and if we ended up going in those taxi’s or on the ATV ‘s then we would be retaliated. We were also told that at this point that it is not promised that we will make the 1 PM ride. Lastly, the facility kept our receipts and copies of our drivers licenses and would not give them back to us, that made us feel very very uneasy.

With all this poor miscommunication, chaos at the facility, uneasiness, and mistreatment, I feel we are owed a full 100% refund.
aboard.

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On the 14th of May, we purchased a day trip scheduled for the 17th of May. We were assured that the itinerary included visits to Chichen Itza, Valladolid, and a cenote. However, an hour and a half after being picked up from our hotel, we were informed that Valladolid had been blocked and unavailable to tourists since the previous week, and that all vendors had been notified.
When we raised this issue with an Amstar representative the following day, he seemed to immediately know what our concern was and mentioned he had been notified only the day before. We paid for three destinations, but unfortunately, we only visited two. Amstar should have been aware of the situation in Valladolid at the time of booking and informed us accordingly. This experience was disappointing and did not meet the expectations set when we purchased the trip.

We recently had a disappointing experience with Amstar due to misleading information provided during the booking process. We were informed that the zip-lining activity could accommodate individuals weighing up to 500 pounds, which led us to book the excursion. However, upon arrival, my fiancé, who is 6’7” and 275 pounds, was denied participation. This resulted in us losing an entire day of our vacation.

Additionally, the following day we booked an adults-only hip-hop party boat. Contrary to what was advertised, there were children present throughout the event, and no hip-hop music was played. These misrepresentations significantly impacted our experience and fell short of the expectations set during the booking process.

The Amstar representative at my resort did not provide a scale or offer another option to weight me at the time of booking the zipline excursion.
Only after signing the booking and arriving at the Chukka was I provided a scale. I was told that I was over the weight limit and unable to get a refund.
Not having a scale when booking the excursion is completely counter intuitive when you have weight restrictions.
This is a scam to gather money from unsuspecting tourists!

Some friends and booked an excursion with then in December in Montego Bay. I ended up getting sick and could not go and they kept all of my money. I even contacted the vendor who told me I should get a refund. I wouldn't recommend booking excursions through Amstar montego bay jamaica

Avoid at all costs! I was robbed on their tour! I took part in a trip to Saona island where my drone was stolen. Amstar did nothing to help the situation. It took two days to get an answer from customer service and even though we were told to leave our belongings on their bus under the supervision when we took break to use the toilet, they maintained that they were not responsible for having my drone stolen on one of their excursions. They wouldn’t pay for a cab to take me to visit the police station so I could file a report and they didn’t refund me the money for the excursion. They did absolutely nothing to help. In fact, they took days to even investigate the issue. By far the worst tour company you can book with. AVOID!