Dear Lucille,
We're truly sorry to hear about your experience, and we sincerely apologize for any inconvenience you faced. We understand how important this trip was for your son's graduation celebration and his interest in environmental science.
We strive to provide clear and concise instructions to ensure our guests have a smooth experience. We apologize if there was any confusion regarding the meeting location. We do provide a detailed map, photos of the meeting point, and a Google Maps link in advance to assist our guests in finding us.
We also waited for more than 15 minutes at the designated meeting location. Unfortunately, due to our commitment to respecting the time of all our guests and ensuring a hassle-free experience for everyone, we had to depart. Cruise schedules are tight, and timely departures are necessary to make the most of the available time in port for all guests.
We're glad to hear that you were able to enjoy your time in Costa Maya and explore the Mayan ruins and beach with another company. We truly appreciate your understanding of the situation. While we're unable to offer a refund under these circumstances, we sincerely hope that you would consider joining us again in the future. We are constantly working to improve our services and ensure a positive experience for all our guests.
Once again, we apologize for any disappointment and inconvenience caused. We're grateful for your feedback as it helps us enhance our services for the benefit of future travelers.
Best regards,
The Costa Maya Shore Excursions Team