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
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Based on reviews, created with AI
What people talk about most
Based on these reviews
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
Company replied
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
Company replied
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
Company replied
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
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Transfer to a from the airport was…timely
Transfer to a from the airport was quick and easy. Time for pickup at hotel and drive were right on time. Drive was pleasant in a clean comfortable ride.
Bokking process was easy and the service staff was professional and helpful.
21 April 2026
Reply from NexusTours
Thank you for your kind feedback. We’re very pleased to hear that your airport transfers were smooth and punctual, and that you found the vehicle comfortable and well maintained.
We’re also glad the booking process was easy and that our service team was able to assist you in a professional and helpful manner. Providing a seamless experience from start to finish is exactly what we aim for.
We truly appreciate you taking the time to share your comments.
Alejandro Vazquez – Senior Director of Customer Success. NexusTours.
Reply from NexusTours
Thank you for your feedback. We’re glad to hear you found our drivers friendly, as providing courteous and welcoming service is an important part of the experience we strive to deliver.
We appreciate you taking the time to share your comments.
Alejandro Vazquez – Senior Director of Customer Success. NexusTours.
Bus was easily identified and the rep
Bus was easily identified and the rep. Gave us all the info we needed
15 April 2026
Reply from NexusTours
Thank you for your feedback. We’re pleased to hear that the transportation was easy to identify and that our representative provided you with all the necessary information.
We appreciate you taking the time to share your experience.
Alejandro Vazquez – Senior Director of Customer Success. NexusTours.
Great experience on a glass bottom boat!
21 April 2026
Reply from NexusTours
Thank you for your feedback. We’re delighted to hear you had a great experience on the glass bottom boat and that you enjoyed the excursion.
We truly appreciate you taking the time to share your comments.
Alejandro Vazquez – Senior Director of Customer Success. NexusTours.
Busses are on time and drivers are…
Busses are on time and drivers are helpful and knowledgeable.
21 April 2026
Reply from NexusTours
Thank you for your feedback. We’re pleased to hear that the buses were punctual and that our drivers were helpful and knowledgeable throughout your experience.
We truly appreciate you taking the time to share your comments.
Alejandro Vazquez – Senior Director of Customer Success. NexusTours.
Reply from NexusTours
Thank you for your feedback. We’re very pleased to hear that everything was great and that you had a positive experience.
We truly appreciate you taking the time to share your comments.
Alejandro Vazquez – Senior Director of Customer Success. NexusTours.
The best
On time, great comfortable buses and courteous staff. Could ask for no better.
21 April 2026
Reply from NexusTours
Thank you for your feedback. We’re very pleased to hear that your experience was punctual, comfortable, and supported by courteous staff. It’s great to know everything met your expectations.
We truly appreciate you taking the time to share your comments.
Alejandro Vazquez – Senior Director of Customer Success. NexusTours.
Transfer was not only late picking up…
Transfer was not only late picking up from resort but there was not enough room for all guests. At least 4 vans were sent to pick up guests flying home to Edmonton. The tour representative made my party of three (including a minor) separate! I was absolutely beyond upset that this would happen in a foreign country. So I myself had to ride in a van leaving behind my husband and son who supposedly would be riding in the next one. When it arrived for them, there were once again not enough seats as the van was too full of luggage. The driver moved so my son could sit but made him climb over people and suitcases to get to the seat. He’s 12 and tall for his age so this was not easy. My husband was forced to sit in another row and upon travel suitcases fell on my son several times. Thank goodness we found each other at the airport but I will NEVER book a holiday ever again with any company who uses Nexus. The disregard for safety, especially that of children’s is rooted in much to ever risk again. Other families travelling on the same flight were also shocked by this and advised they would not be booking themselves.
17 April 2026
Reply from NexusTours
Thank you for taking the time to share such a detailed account of your experience. What you describe regarding the delay, the vehicle capacity, and especially the separation of your family—particularly involving a minor—is deeply concerning and not reflective of the standards we aim to provide.
We fully understand how distressing it must have been to be separated in those circumstances, as well as the discomfort and safety concerns during the transfer. Situations involving insufficient seating, luggage management, and passenger safety—especially for children—should always be handled with the utmost care and professionalism.
Your feedback highlights serious gaps in service execution that should not occur, and we sincerely regret the impact this had on your journey home. We also recognize the added frustration of experiencing this in an unfamiliar environment.
Alejandro Vazquez – Senior Director of Customer Success. NexusTours.
On time as usual
16 April 2026
Reply from NexusTours
Thank you for your feedback. We’re pleased to hear that the service was once again on time, as consistency and reliability are key priorities for us.
We appreciate you taking the time to share your comments.
Alejandro Vazquez – Senior Director of Customer Success. NexusTours.
Reply from NexusTours
Thank you for your feedback. We’re glad to hear you enjoyed a comfortable ride and that the bus met your expectations. It’s also great to know our drivers made a positive impression with their service.
We truly appreciate you taking the time to share your comments.
Alejandro Vazquez – Senior Director of Customer Success. NexusTours.
Reply from NexusTours
Thank you for your feedback. We’re very happy to hear you had a great experience and that you’re considering coming back again—that’s exactly the kind of impression we aim to leave.
We truly appreciate you taking the time to share your comments.
Alejandro Vazquez – Senior Director of Customer Success. NexusTours.
They updated my arrival to my new date…
They updated my arrival to my new date but kept the departure date of 2025. Which showed that I didn't have a transport going back. Was all day long back and forth with a representative that just kept passing me along and getting no where.
The representatives on site leave early or can't be found when you need them.
Company needs to do better.
20 April 2026
Reply from NexusTours
Thank you for sharing your experience. We regret the confusion caused by the incorrect handling of your reservation dates, particularly the impact it had on your return transfer arrangements. Situations like this should be resolved clearly and efficiently, and we understand how frustrating it must have been to spend so much time being passed between representatives without a solution.
We also acknowledge your comments regarding the availability of on-site staff. Being unable to locate assistance when needed only adds to the inconvenience and does not reflect the level of service we strive to provide.
Your feedback highlights important areas that require improvement, and we appreciate you taking the time to bring this to our attention.
Alejandro Vazquez – Senior Director of Customer Success. NexusTours.
Reply from NexusTours
Thank you for your feedback. We’re glad to hear you had a very good experience, and we appreciate you taking the time to share it.
Alejandro Vazquez – Senior Director of Customer Success. NexusTours.
Meeting in airport
Meeting in airport, bringing us to the hotel, helping with luggage! Thank you!
20 April 2026
Reply from NexusTours
Thank you for your feedback. We’re very pleased to hear that the airport meeting service, hotel transfer, and luggage assistance made your arrival smooth and convenient. It’s great to know our team was able to support you from the very beginning of your trip.
We truly appreciate you taking the time to share your comments.
Alejandro Vazquez – Senior Director of Customer Success. NexusTours.
An enjoyable Tour!
The tour overall was enjoyable. Seeing the monkeys was fun as they would hop into the boat and scurry about. Being in the canal waters allowed us excellent views of container ships, LNG carriers, and other ships.
Our tour guide was knowledgeable and engaging. He showed concern for our well being.
One area of improvement would be initial communication. After booking the tour we asked the operator to confirm pickup location and it took 5 days for a response. As it was, the pickup went fine, but the delay was unnerving.
21 April 2026
Reply from NexusTours
Thank you for your detailed feedback. We’re pleased to hear that you enjoyed the tour overall, especially the unique experience of seeing the monkeys up close and observing the variety of vessels along the canal. It’s also great to know that your guide was knowledgeable, engaging, and attentive to your well-being throughout the excursion.
At the same time, we regret the delay you experienced in receiving confirmation of your pickup details after booking. We understand how important timely communication is for peace of mind when planning an excursion, and we recognize how unsettling that wait must have been despite the pickup ultimately going smoothly.
Your comments are very helpful in highlighting both the strengths of the experience and areas where communication can be improved.
Alejandro Vazquez – Senior Director of Customer Success. NexusTours.
Fraudulent Company
We booked an excursion on March 26, 2026, for Gros Piton Hike. We received notification on that date, before the trip, that our son had passed away a few hours before the excursion. The agent promised us a refund for the excursion on compassionate grounds. We were advised the funds would be refunded through PayPal. We have emailed the tour company multiple times and received no response. To date, we have received no reimbursement and have not had the courtesy of a response from the company.
25 March 2026
Reply from NexusTours
Thank you for sharing this with us. We are deeply sorry for your loss, and extend our sincere condolences to you and your family during such a difficult time.
We also regret the additional distress caused by the lack of response and the delay in processing the promised refund. The situation you describe, particularly after the assurance you received on compassionate grounds, falls short of the level of care and attention that should have been provided.
Your experience, both in terms of communication and resolution, is taken very seriously, and we truly regret the impact this has had on you during an already painful moment.
Alejandro Vazquez – Senior Director of Customer Success. NexusTours.
Fabulous driver
Fabulous driver, friendly, informative, prompt and helpful service. Website to book shuttle service was difficult to navigate and we ended up phoning to book our shuttle.
7 April 2026
Reply from NexusTours
Thank you for your feedback. We’re very pleased to hear that your driver provided such a positive experience—being friendly, informative, punctual, and helpful reflects the level of service we aim to deliver.
At the same time, we regret the difficulties you encountered with the website when booking your shuttle. We understand how frustrating it can be when the booking process is not as smooth as expected, and we appreciate you sharing this so it can be reviewed and improved.
We’re glad our team was still able to assist you over the phone and complete your reservation successfully.
Alejandro Vazquez – Senior Director of Customer Success. NexusTours.
Reply from NexusTours
We appreciate your feedback and are so glad you had a good overall experience with our quick service. Thanks for your support.
Communication during transportation was…
Communication during transportation was challenging due to language barrier. Driver didn't speak or understand English so not able to communicate with passengers who didn't speak Spanish.
16 April 2026
Reply from NexusTours
We appreciate you bringing this communication issue to our attention. We regret that the language barrier negatively impacted your transportation experience. We will address this to improve our services.
Reply from NexusTours
We appreciate your kind words and are so glad to hear that our service was polite, punctual, and safe for you. Thank you!
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.