Nathan L.

Amstar, Breathless Cancun Soul Resort and Spa, and Cheap Caribbean have on all counts failed us on our return from our All-Inclusive vacation. I was just offered a cheap pittance (USD $4.80) of our "unused service" after were left at the resort by our transportation to the airport.

It started with the beginning of the vacation where the flight to Orlando was delayed by 3 hours meaning we would miss our flight to Cancun. I sent an email to Cheap Caribbean since it was 3:30 AM asking for guidance for what to do and it still remains unanswered. I was forced to pay out of pocket for two tickets direct to Cancun from Frontier. But I get it, travel delays happen, so I did not raise a fuss at the time so I could enjoy my vacation.

But then the transportation back from the resort to the airport was scheduled for 2:10 PM on 1/19. On the advice of the Amstar representatives, my partner and I were at the door of the resort waiting for transportation by 2:00 PM. I asked the staff at the front desk how I can find my transportation and they motioned for us to sit inside and then told us they would call for us when they arrived.

We patiently waited there in the lobby until 2:20 when I went to talk to the Amstar representatives about our transportation and found out that they had left without us. Neither the driver nor the front desk staff searched for us or called for us despite us sitting 10 feet away from the door. We did not leave the line of sight of any of the staff. I asked several times when our transportation was coming and was assured I would be called for. I left my number with Amstar so they could call us if they needed to find us and I was never communicated with.

After determining they could not transport us, Amstar told us to take a taxi. We wanted to be at the airport early for our flight precisely due to incidents like this, so we followed their advice. Before leaving, I asked the front desk staff at Breathless whether the taxis take credit card or not because we did not have any cash. I was assured that the taxi would take credit card so neither me nor my girlfriend brought any cash.

After being delivered to the airport by the taxi, the taxi driver revealed to us he did not have a credit card reader. He tried to get another taxi driver to help pay with their credit card reader but only if they charged us double the fee. After attempting to negotiate for 20 minutes, my girlfriend had to withdraw ~800 pesos from an ATM to pay the taxi driver.

All of this was due to the failure of Amstar, Breathless Cancun Soul Resort and Spa, and Cheap Caribbean. It is only by our own planning that their incompetence did not lead to us missing our flight.