With the exception of our arrival the service was fine.Pn arrival the agent at the desk in the airport directed to stall 5.After waiting about 10 minutes not seeing a representative from Nexus we ask... See more
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The staff was fantastic, friendly and always there to help. Location was beautiful. But the food gave us a negative experience. It was poor at the best. Advertising culinary experiences from al... See more
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Getting out of the the cancun airport took a bit and it took a bit to get nexus transportation all figured out and organized as to which bus would be taking us to our resort but the transfer to the re... See more
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Pretty good, a bit slow getting passengers into their respective vans for transport to the airport. Long line that only to be told to go stand by a sign then they came to walk you to your van. Buri... See more
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Company details
Written by the company
NexusTours is a leading destination management company (DMC) specializing in providing exceptional travel experiences across the Americas and the Caribbean. With over 25 years of industry expertise, we offer a comprehensive range of services, including airport transfers, tours and excursions, and personalized vacation packages. Our commitment to customer satisfaction is reflected in our dedication to delivering high-quality service, ensuring unforgettable experiences for travelers. NexusTours is proud to partner with some of the world’s top travel brands, focusing on innovation, reliability, and operational excellence to create memorable journeys for every guest.
Contact info
Mexico
- nexustours.com
3.8
Great
75K reviews
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We frequently travel with Nexus
We frequently travel with Nexus. We know exactly what to do when we get to the airport and we have everything ready. When we arrived at the airport in Costa Rica, one of the people told us that we were required to download the Nexus app in order to get a ride. I did not need to download an app, I already had printed the vouchers that you sent. She refused to give us a ride until my husband downloaded the app. Fast forward to the last day of our trip and we want to adjust our time, he goes into the app and that’s not even a possibility. The app was useless to us the entire time that we were there. So he had to get on wireless and download a useless app just for the person to assign our driver. When I told her that we knew that we did not have to download the app and this was not the policy. She belittled me and then called me, “sweetie”.
The only reason I’m giving four stars instead of two is because both of the rides, the ride from the airport to the resort, and a ride from the resort to the airport were wonderful. I did not want to have anyone think that the drivers were the problem. The female to check us in at the airport was completely a problem and it wasted a lot of time downloading a really slow app for no reason. We think that there was probably some promotion for them to see how many people they could get to download the app in a day or something, because that app is not needed.
April 20, 2026
Reply from NexusTours
We appreciate your feedback and are glad the rides were wonderful. We regret the app issue and the way you were treated. We'll address this with our team to prevent similar situations. Thank you for bringing this to our attention.
Unfortunately
Unfortunately, by the time we arrived in Cancun, it took us almost an hour.. I had two toddlers a 75-year-old mother and it was drenching hot after flying internationally. You do not want to be picked up this late. It was miserable and I had purchased a two hotel rooms at the Royalton splash diamond upgraded, and this is a type of service we got. Although one of the room booking was delayed that could’ve caused somewhat of a inconvenience. They had our list of names all confirmed. Therefore, the driver should’ve been there at least 10 to 20 minutes with our arrival time which was provided. Unacceptable.
April 21, 2026
Reply from NexusTours
We apologize for the dissatisfaction you experienced with NexusTours. Your comments highlight areas where we need to improve, and we are committed to addressing these issues.
Could you please email me at avazquez@nexustours.com with your booking number and further details about your experience? I will personally look into the matter and ensure that your concerns are addressed promptly.
Thank you for bringing this to our attention. We hope to earn back your trust and have the opportunity to serve you better in the future.
Alejandro Vazquez – Senior Director of Customer Success. NexusTours
Shuttle driver was right on time at the…
Shuttle driver was right on time at the airport and hotel to return!
Representative was very helpful at the hotel when we had questions as well!
Booking process was quick and easy.
April 16, 2026
Reply from NexusTours
We're happy to hear that the shuttle driver was punctual for your airport and hotel transfers! It's also great to know our representative at the hotel was helpful when you had questions, and that the booking process was quick and easy.
Traveled as a group
Traveled as a group. Got to the destination and I checked in, 11 names with the total of 19 people.
We were accommodated, but i did notice the guy that received us did not check in every person or name. He just took my word for it.
We all got in 1 bus with our luggages.
Welcomed and dropped off.
By the time we need the pick up services from our resort that was when i realized there was a problem.
Due to the fact that every single person or the booking name its under wasn't checked in. I wasnt getting the voucher details for all of us in that group.
Getting a hold of nexus tours through a phone call was hard.
In the end after numerous tries i was able to get a hold of someone and confirmed that there will be a bus picking us up.
Maybe next time lets all do our do diligence? Communicate that check in is a must as soon as we get to the destination.
Thank you
April 20, 2026
Reply from NexusTours
We greatly appreciate your kind words! It brings us immense joy to know that you had a delightful experience with our services. Our commitment to providing exceptional experiences is at the heart of what we do. Thank you for choosing NexusTours, and we eagerly await your next visit for more unforgettable journeys!
Alejandro Vazquez – Senior Director of Customer Success. NexusTours.
Reply from NexusTours
We appreciate your feedback and are glad the pickup was on time and the driver was courteous. Your comments help us improve.
We booked through our Westjet rep and…
We booked through our Westjet rep and it was easy. We had a great excursion
April 20, 2026
Reply from NexusTours
We're so happy it was easy to book through your Westjet rep and that you had a great excursion. We appreciate your feedback!
Timeshare guy ripped me off at the…
Timeshare guy ripped me off at the airport we weren’t told about any of this. It was all a lie and he charged me for it. He’s a cockroach.
April 12, 2026
Reply from NexusTours
Thank you for sharing your experience with NexusTours. We're truly sorry to hear that your recent experience did not meet your expectations. Providing world-class customer service is our top priority, and your feedback is invaluable in helping us improve.
To address your concerns and resolve the issue, please email me at avazquez@nexustours.com with your booking number and additional details about your experience. I will personally investigate the matter and get back to you with a full response.
Thank you again for your feedback. Please know that we are committed to making sure such issues do not occur in the future. We hope to have the opportunity to welcome you on a future NexusTours vacation and provide the exceptional service you deserve.
Alejandro Vazquez – Senior Director of Customer Success. NexusTours.
Quality service
Easy and early pick up from hotel and airport. Will travel with them again A+
April 20, 2026
Reply from NexusTours
We appreciate your feedback and are so happy to hear that our pick-up service from your hotel and the airport was easy and early for you!
Very accommodating and friendly
Very accommodating and friendly. We were traveling with two individuals with wheelchairs and the staff took special care of them.
April 20, 2026
Reply from NexusTours
We're so glad to hear that you found our team accommodating and friendly! It's wonderful knowing our staff took special care of the travelers with wheelchairs. Thanks for your feedback!
Reply from NexusTours
We’re very happy to hear that your experience was punctual and that our team was professional throughout your service. Thank you for sharing your feedback.
Alejandro Vazquez – Senior Director of Customer Success. NexusTours.
Can I give a Zero"
Can I give a Zero? We have been waiting for 4 weeks for a refund for an excursion where the bus never came to pick us up. All we get is a run around. The bus driver sent a phony picture of the bus at our hotel at the pick up time. but 5 people, including the Nexus rep on site, told them that the bus DID NOT come. The rep filed a report, we filed a report, we have emailed and called. The emails are answered by what is obviously an AI bot. The phone rep hung up on me. This may be a great company if they fulfill their promises and take you on a lovely tour, but heaven help you if the don;t show up and you try to get your money back.
March 26, 2026
Unprompted review
Reply from NexusTours
We’re very sorry to hear about your experience, especially regarding the missed pickup, the lack of resolution, and the frustration you’ve faced while trying to obtain a refund. We understand how disappointing and unacceptable this situation must feel, particularly after multiple attempts to report it and receive assistance. This is not the level of service we aim to provide, and we regret the impact this has had on your trust in us.
Alejandro Vazquez – Senior Director of Customer Success. NexusTours.
It was an amazing catamaran tour!
It was an amazing catamaran tour!
Crew was professional, attentive, friendly and knowledgeable 💪👊
Thanks to everyone for their dedication of service and customer service and providing the unforgettable positive experience!
Roman
April 20, 2026
Reply from NexusTours
We’re very happy to hear that our crew made such a positive impression with their professionalism, attentiveness, friendliness, and knowledge. It’s wonderful to know you had an unforgettable experience, and we truly appreciate your kind words and recognition of their dedication.
Alejandro Vazquez – Senior Director of Customer Success. NexusTours.
We had a wonderful time
April 20, 2026
Reply from NexusTours
We're glad you had a wonderful time. Thank you for sharing your positive experience with our team!Alejandro Vazquez – Senior Director of Customer Success. NexusTours.
The friendly staff.
April 21, 2026
Reply from NexusTours
We’re very happy to hear that you appreciated the friendliness of our staff. Thank you for your feedback.
Alejandro Vazquez – Senior Director of Customer Success. NexusTours.
Excursion to playa del Carmen was good
Excursion to playa del Carmen was good. Pick up from playa was excellent. The stop at jewelry store and tequila store was too long.
April 20, 2026
Reply from NexusTours
We’re glad to hear you enjoyed the excursion to Playa del Carmen and that your pickup experience was excellent. We also appreciate your feedback regarding the duration of the stops, and we will take it into account as we work to improve the overall experience.
Alejandro Vazquez – Senior Director of Customer Success. NexusTours.
You guys left us stranded with know bus…
You guys left us stranded with know bus had to take us to the airport from the resort had to pay for our own transportation cost $120.00 US dollars
April 17, 2026
Reply from NexusTours
We regret to hear about the challenges you experienced, and we sincerely apologize for any inconvenience this may have caused during your service.
We respectfully request that you contact Sunwing through the following link for further assistance, as they will be able to provide the necessary support and ensure the matter is properly addressed: https://www.sunwing.ca/en/sunwing-cares. Once there, please click on 'I HAVE COMPLETED MY VACATION'
Please be assured that we value your feedback, and we are committed to using it to improve our services.
Thank you for your understanding, and we look forward to the opportunity to better serve you in the future.
Alejandro Vazquez – Senior Director of Customer Success. NexusTours.
Respect and helpful staff
April 20, 2026
Reply from NexusTours
We’re very happy to hear that you found our staff respectful and helpful. Thank you for sharing your feedback.
Alejandro Vazquez – Senior Director of Customer Success. NexusTours.
Reply from NexusTours
We’re glad to hear that your transfer was punctual and that you arrived safely, and that our drivers made a positive impression. Thank you for your feedback.
Alejandro Vazquez – Senior Director of Customer Success. NexusTours.
Fabulous, courteous and reliable service.
I would absolutely recommend Nexus Tours for anyone traveling to Cancun and who needs prompt, friendly and reliable travel from the airport to your resort. My family of 10 travelers had the pleasure of being picked up at the exact time booked at our resort for travel back to Cancun Airport on April 19th. The driver greeted us with a warm welcome and immediately loaded our luggage and helped our family of 7 adults and 3 children into the van. The service was fantastic as was the drive to the airport.
Our driver, Alejandro Gonzalez, certainly made us feel like valued customers and should be commended for providing such a positive experience. His van was spotless and had more than ample room for our party of 10. Thank you to Alejandro and to support staff at Nexus for our private return trip to Planet Hollywood. I would definitely recommend them for your next trip.
April 20, 2026
Reply from NexusTours
We’re very happy to hear that your family had such a positive experience with your return transfer and that everything went smoothly from pick-up to arrival at the airport. It’s especially great to know that Alejandro González made you feel well taken care of and provided such attentive and professional service. We truly appreciate you sharing your feedback and recommendation.
Alejandro Vazquez – Senior Director of Customer Success. NexusTours.
The staff were easy to approach
The staff were easy to approach, helpful when guiding us to where we needed to be to get to our Resort and very kind!
April 12, 2026
Reply from NexusTours
We appreciate you taking the time to share your experience! We are so happy to hear that our staff was approachable, helpful, and kind while guiding you.Alejandro Vazquez – Senior Director of Customer Success. NexusTours.
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