Shuttle service was good, 10 min wait for airport pick up and about 8 min late for hotel pick up but it was not an issue. Would like to have seat belts in all their vans as the roads are bumpy and pot... See more
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Transportation was on time for pickup and drop off. There was only one option for pickup upon departure which was way earlier than necessary. When our flight was delayed there was no opportunity to ch... See more
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The transfer bus was easy to locate upon arrival at the airport and left for the resort in a timely fashion. There was some confusion on our part when the bus arrived to pick us up from the resort... See more
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Our experience with nexus tours has always been exceptional. They take time and care with all your needs from the time that you step on the bus till you arrive at your destination. Highly recommend an... 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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Alvaro - EXCEPTIONAL ! Thank you for all your hard work in making our trip even better.
Alvaro, the Sun Wing Rep was absolutely amazing, he was informative, accessible and always there to help. We loved the excursion was fabulous ! we all had a blast ! One negative, once we paid we had to keep showing the QR codes, get a boarding pass for the boat, it was as tedious as getting onto a plane, I feel once you have paid you should be on a list and they should be organized enough so you don't have to worry about QR codes and showing it multiple times and having the responsibility to give them a boarding pass to get on the boat to get to your excursion destination.
April 17, 2026
Reply from NexusTours
We appreciate you sharing your feedback. We're happy you found the representative helpful and enjoyed the excursion. We value your comments regarding the boarding process and will review our procedures.
Service was on time and Allan was very…
Service was on time and Allan was very helpful.
April 18, 2026
Reply from NexusTours
Thank you very much for your feedback. We are glad to hear that the service was punctual and that Allan was very helpful during your experience.
We truly appreciate your trust in Nexus Tours and hope to welcome you again in the future.
Alejandro Vazquez – Senior Director of Customer Success. NexusTours.
You never showed up to pick us up ,left…
You never showed up to pick us up ,left us stranded at the airport in a country that we never been in before ,we had to get a cab and it was a scary experience, and now we are leaving to go back to the airport and you are not here to pick us up,I am going to post this on every media site that I can,and I will be contacting a lawyer
April 11, 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
excellent onsite service
excellent onsite service. my only complaint is trying to get in touch locally with numbers provided to adjust pick up time. took me about 30 minutes to adjust via the chat during my vacation.
April 19, 2026
Reply from NexusTours
Thank you very much for your feedback. We are glad to hear you received excellent on-site service during your experience.
We also appreciate your comment regarding the difficulty in reaching us locally to adjust your pick-up time. We understand how important quick and easy communication is, especially while traveling, and we regret the delay you experienced while using the chat service.
Your feedback has been noted and will be reviewed internally as we continue working to improve responsiveness and accessibility across our support channels.
Alejandro Vazquez – Senior Director of Customer Success. NexusTours.
Flight down was great
Flight down was great, 15 minutes thru Customs was great, over 2 hours to get our luggage, then out to the pick up area where it was absolute craziness, no one seem to know where to go and when you finally found someone they told us to go in a lineup off about 300 to 400 people to get the transfer bus. This is where people, who we thought were people with the organization, but were actually watching for the people who were getting upset with the long wait times and then directing Taxi drivers to them to see if they wanted to take a Taxi to your hotel at a crazy price.
Once we got to the hotel and checked in they charged us an extra tax fee that we were told by our travel agent that all taxes were included in our price! Apparently not...
Room was great, except no balcony. Had a great lady that kept it very clean every day and a stocked fridge with pop, beer and water. Fridge didn't work very great as far as being cold, messed with the dial for days and finally gave up.
If you have any mobility issues this is not the Hotel for you. There are a lot of stairs after you get off the elevator at the lowest level and ramps that are very steep. These would not pass any Canadian codes for sure.
Beach was nice, the only problem we really had was they would bunch all the lounge chairs together in one area like sardines, when they have lots of space to put the chairs, didn't understand this concept at all? There was one day they had them setup along the beach and it was great, they just need to do this all the time. If you wanted any privacy from anyone, you had to drag your chairs down the beach. If you were at the beach before the Life Guard got there, there was a security guard up on top of the wall that would blow a whistle every time someone put their foot in the water telling them to get out. I know water can be tricky for undertows, but you just have to be careful!
Around the pools the chairs were the same way as the beach, they have them bunched so hard together that you could not get between them to sit down and there was no room to move a chair to make room so you could get your legs in between the chairs.
The food was good, we had no issues with any of it. 3 a la carte restaurants, we only went to 2, Marco Polo where the food was amazing and the Rosmarinus which was Mexican and food was good, we didn't go to the Tavo Asian restaurant as we aren't much for Asian food. The buffet always had an array of food that you could find something to eat. The snack bar and Pizza bars were always great.
The entertainment was great every night, the only thing is I'm not sure why they have to have the sound to it's max level, we seen a lot of people with young kids leave with their kids because it was to loud.
All the staff were amazing, had no issues with anyone.
In conclusion, we will not be returning to this resort basically due to the beach area, haven't to lug chairs everyday down the beach, just to get some privacy. One of the first days we were there there were 2 people who argued all day, so that is when we decided to drag our chairs away from everyone. They have lots of area to spread out their chairs, not sure why they won't utilize it, doesn't make sense!!!
April 10, 2026
Reply from NexusTours
Thank you for taking the time to share such a detailed account of your experience. We are pleased to hear that your flight, customs process, room cleanliness, minibar service, dining options, entertainment, and overall staff service met your expectations. It is especially rewarding to know that many aspects of your stay were enjoyable.
At the same time, we are sorry to hear about the challenges you faced upon arrival at the airport, including delays with luggage collection, confusion during the transfer process, and the experience you describe at the pickup area. We also regret the concerns raised regarding resort operations, including additional charges, accessibility within the property, beach and pool layout, and noise levels during entertainment. Your comments highlight several areas where the experience did not fully meet expectations.
We appreciate your observations regarding both strengths and opportunities for improvement. Feedback of this level of detail is valuable and will be shared internally for review with the relevant teams.
We regret that, despite the positive elements of your stay, the overall experience did not meet your expectations for a return visit.
Alejandro Vazquez – Senior Director of Customer Success. NexusTours.
Th staff were all so friendly and…
Th staff were all so friendly and helpful. They made the responsibilities of travelling easy and stress free.
April 20, 2026
Reply from NexusTours
Thank you very much for your kind feedback. We are delighted to hear that our staff were friendly and helpful, and that they contributed to making your travel experience easy and stress-free.
Providing smooth and supportive service is very important to us, and we truly appreciate your recognition.
Alejandro Vazquez – Senior Director of Customer Success. NexusTours.
Shuttle driver was waiting for us
Shuttle driver was waiting for us. Quickly got us to our resort. The same going back. On time and did his job well.
April 16, 2026
Reply from NexusTours
Thank you very much for your feedback. We are glad to hear you received excellent on-site service during your experience.
We also appreciate your comment regarding the difficulty in reaching us locally to adjust your pick-up time. We understand how important quick and easy communication is while traveling, and we regret the delay you experienced when using the chat service.
Your feedback has been noted and will be reviewed internally as we continue working to improve responsiveness and accessibility across our support channels.
Alejandro Vazquez – Senior Director of Customer Success. NexusTours.
When we were set to go home
When we were set to go home, we were turned away from the shuttle bus to the airport because we didn't have a scan code. This service was paid for in our package, so there should have been another way for your employees to verify us. We looked, but could not find a scan code that was supposed to be sent to us. We ended up paying for a taxi instead. $30 U.S. funds
April 19, 2026
Reply from NexusTours
Thank you for sharing your feedback. We are sorry to hear about the inconvenience you experienced during your departure transfer.
Being denied boarding on a prepaid shuttle due to verification issues is not the experience we aim to provide, and we regret the confusion caused by the scan code requirement. We also understand how frustrating it must have been to need to arrange and pay for an alternative transfer at the last minute.
Your comments have been noted and will be reviewed internally, as clear verification processes and proper support at boarding are essential parts of our service.
Alejandro Vazquez – Senior Director of Customer Success. NexusTours.
Professional and polite
April 20, 2026
Reply from NexusTours
Thank you very much for your feedback. We are glad to know you found our service professional and polite.
We truly appreciate your trust in Nexus Tours and hope to welcome you again in the future.
Alejandro Vazquez – Senior Director of Customer Success. NexusTours.
Flight cancelled for going there
Flight cancelled for going there, no transportation from airport to hotel next day when we arrived Mexico and no compensation 😞
April 20, 2026
Reply from NexusTours
Thank you for sharing your feedback. We are truly sorry to hear about the disruption to your travel plans, including the flight cancellation and the lack of transportation upon your arrival in Mexico. We understand how stressful and disappointing this situation must have been.
We also regret your perception regarding compensation and the lack of support at that moment, as this does not reflect the level of service and responsibility we aim to provide in irregular operations.
Your comments are taken seriously and will be reviewed internally, as situations like this require clear coordination and proper handling for our guests.
Alejandro Vazquez – Senior Director of Customer Success. NexusTours.
We came at 11PM on first day
We came at 11PM on first day
At last day we had transfer at 6PM and had to check out at 12PM. So we lost this day, sitting in lobby. Actually we paid for 7 days and in fact had only 6- one day was stollen. For example, Air Canada customers have actual check-in and check-out in same hotels, and it's very comfortable
April 13, 2026
Reply from NexusTours
Thank you for sharing your feedback. We are sorry to hear about your experience and understand your frustration regarding the timing of your arrival and departure transfers, as well as the impact this had on your overall stay.
We recognize how important it is for guests to feel they are receiving the full value of their time at the destination, and we regret that the schedule arrangements did not meet your expectations in this case.
Your comments regarding operational timing and coordination have been noted and will be reviewed internally, as we continuously work to improve the guest experience and alignment of services.
Alejandro Vazquez – Senior Director of Customer Success. NexusTours.
at meeting theypromess to fix the…
at meeting theypromess to fix the problem in the room that we had no one did nothing they ignore samething the front desk
April 20, 2026
Reply from NexusTours
Thank you for sharing your feedback. We are very sorry to hear about the experience you describe regarding the lack of action after the issue in your room was reported.
It is concerning to learn that commitments made during your meeting were not followed through, and that you also felt ignored by the front desk team. This does not reflect the level of responsiveness or accountability we expect in handling guest concerns.
Your comments have been taken seriously and will be reviewed internally, as proper follow-up and coordination between teams are essential parts of our service standards.
Alejandro Vazquez – Senior Director of Customer Success. NexusTours.
Catamaran Boat tour
Organize, accommodating, nice informative boat trip. Good food and entertaining and engaging hosts.
One of my favourite tours.
I would do it again!
April 17, 2026
Reply from NexusTours
Thank you very much for your kind feedback. We are delighted to hear that you enjoyed the boat trip and that the experience was both informative and entertaining.
It’s wonderful to know that the food, atmosphere, and our hosts contributed to making this one of your favourite tours. Your comments are truly appreciated and will be shared with the team involved.
We’re especially glad to hear you would join us again, and we look forward to welcoming you on another experience in the future.
Alejandro Vazquez – Senior Director of Customer Success. NexusTours.
Recommend Nexus
Our experience with nexus tours was good. Good communication, reminder texts and clear details
March 30, 2026
Reply from NexusTours
Thank you very much for your feedback. We are glad to hear that your experience with Nexus Tours was a good one and that you found our communication, reminder messages, and trip details clear and helpful.
Providing timely and transparent information is an important part of what we do, and it’s great to know this contributed positively to your experience.
We appreciate you choosing us and hope to see you again on a future trip.
Alejandro Vazquez – Senior Director of Customer Success. NexusTours.
Reply from NexusTours
Thank you for your feedback. We are glad to know everything went well during your experience.
We appreciate you choosing Nexus Tours and hope to have the opportunity to serve you again in the future.
Alejandro Vazquez – Senior Director of Customer Success. NexusTours.
I dislike that while my package…
I dislike that while my package included a free shuttle I was recommended to take a paid taxi to the hotel
April 15, 2026
Reply from NexusTours
Thank you for sharing your feedback. We are sorry to hear about your experience regarding the transportation arrangement.
If a complimentary shuttle was included in your package, it should have been clearly honored and properly communicated. Being advised to take a paid taxi instead creates understandable frustration and does not reflect the transparency or consistency we expect from our service teams.
We regret the confusion and inconvenience this situation caused, and we appreciate you bringing it to our attention. Your comments will be taken into account internally to help prevent similar misunderstandings in the future.
Alejandro Vazquez – Senior Director of Customer Success. NexusTours.
Excellence
They keep me informed of everything that is of importance. The service was excellent.
April 12, 2026
Reply from NexusTours
Thank you very much for your kind feedback. We are pleased to hear that you felt well informed throughout your experience and that the service met your expectations.
Clear communication and reliable service are key priorities for us, and it’s great to know this was reflected in your experience. We truly appreciate your trust in Nexus Tours.
Alejandro Vazquez – Senior Director of Customer Success. NexusTours.
Friendly service
April 21, 2026
Reply from NexusTours
Thank you for your feedback. We are glad to know you experienced friendly service from our team.
We appreciate you choosing Nexus Tours and hope to welcome you again in the future.
Alejandro Vazquez – Senior Director of Customer Success. NexusTours.
Very professional
April 19, 2026
Reply from NexusTours
Thank you for your feedback. We are pleased to know you found our service very professional.
We appreciate your trust in Nexus Tours and hope to assist you again in the future.
Alejandro Vazquez – Senior Director of Customer Success. NexusTours.
everyone was so nice and super kind and…
everyone was so nice and super kind and caring
April 20, 2026
Reply from NexusTours
Thank you very much for your kind words. We are delighted to hear that our team made you feel well cared for and that you experienced such kindness throughout your service.
Feedback like yours is truly appreciated and motivates us to continue delivering warm and attentive service to all our guests.
Alejandro Vazquez – Senior Director of Customer Success. NexusTours.
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