2/10 Terrible
Patricia Elizabeth
Travelled with partner
Jan 10, 2026
Liked: Amenities, property conditions & facilities
We booked private round-trip transportation through MTS for our stay in Riviera Maya. What we got instead was stress, confusion, and zero customer support.
When we landed in Cancun and picked up our luggage at 8:45 pm, our driver was nowhere to be found. The two MTS representatives at the airport could not tell us if or when a driver was coming, even though we had prepaid for a private shuttle. Other groups around us were in the same situation — all of us had booked private transfers and some had already been waiting over an hour.
After sitting there for hours with no information, it became clear that no private shuttle was coming. Eventually, it seemed like one of the reps called in a favor from an unrelated driver and put us on what was clearly a shared shuttle — even though we paid for private. We didn’t leave the airport until 11:51 pm and didn’t arrive at our hotel until 1:15 am, more than four hours after getting our bags. Our hotel was the last stop.
Many people at the airport, including us, honestly thought we had been scammed.
We were told to email MTS to request a partial refund. I did — multiple times — both to my assigned rep and their customer service email. No one ever replied. No refund was issued.
To make things worse, even our return transfer was late because the driver kept going to the wrong hotel lobby.
This company completely failed to deliver the service we paid for, and their customer service afterward was non-existent. If you’re considering MTS, don't.
Patricia Elizabeth
Stayed 10 nights in Dec 2025
