Lomas Travel Playa Del Carmen - 77710 Playa del Carmen

Bunch of thieves. Please do not give them your business. We had booked pickup and drop off for three people to and from airport. Informed them about flight change which was confirmed by the person on the desk. When we went to board the shuttle we were told that only one person’s itinerary got changed and the other two will have to pay again. They made us pay for two more people before they took us.

Being a travel agent, I had a early morning meeting to attend on my last day at the El Dorado Seaside Resorts , I asked the staff about the possibility of me coming back to book an excursion around noon and was told that I would be able to come back anytime. After my meeting ended, I arrived back at the desk at 12pm to book a quick excursion to Coma but was told by cleaning staff that the Lomas staff went to lunch and would be back by 12:30. I waited for literally 2 hours and by the time one of the staff returned at 2:05, I was told that the cut-off time for booking an excursion to Coba was 1:30pm, therefore I was unable to do anything of real value at this resort. Extremely horrible customer service. This travel agency doesn't even deserve 1 star in my book, and I will inform my clients to utilize another transportation company.

We paid $130.00 US thats 2,701 pesos to snorkel. We decided not to go and preferred to see the pyramids instead. They refuse to use our paid monies toward the pyramids tour. Basically stealing our hard earned money until/if we return within a year to use it for snorkeling. Understandable if the pyramid tour is booked but to refuse because its not snorkeling is just plain bad service and stealing.

We booked an excursion through this company at our hotel and were very excited to go. When booking we were not told there was a 200 pound weight limit and went to confirm then was told about it. However we were told we were good and they would not weight me. If they did I would be able to do other activities if I was over weight. We got there and I wasn't able to do anything and they won't refund us our money back. The Lomas agent Eduardo at El dorado is the agent who did thist and wasted half of our day

Booked tour at the lomas activity desk in the hotel. Friendly staff. The tour was okay but wasn’t what I thought I was going to see. I was given the wrong information. Was told I could use my card to pay the tax there. It was cash only so had to spend more money pulling it out of an atm. The tour was $60 but ended up being closer to $70. I would of picked a different tour to go to where I actually wanted to go so I would enjoy myself more if I was given the correct information.

We had a horrible, nightmare experience with Lomas! After booking our dolphin excursion several days in advance, they never told us where to meet to begin the excursion. When we tried to call their number for further instructions, nobody would answer their phones. Our travel agent was finally able to get through but by this time, we had missed the beginning of the excursion and had to spend several hundred dollars in ferry fees and taxis to catch up. By the time we met up, we had missed most of the excursion. Even though Lomas acknowledged their mistake verbally, they refused to offer any kind of refund. Please take my advice and AVOID them at all cost. They will take your money and run like the crooks they are. Save yourself the money and peace of mind!

They are not on time and by that I mean 2-3 hours late. They take money for private shuttle and still place you in a public one. The driver didn’t know where any of the resorts were. You can’t reach them when you call. It’s just rings. And they lie to your face. Just tell you what you want to hear. They ruined our vacation. I wish It was worth suing them.

Aggressively rude and horrible employees. I arranged a transfer from Cancun Airport to Playa del Carmen through a company who hired Lomas Travel. First they failed to show at the appropriate time, then they refused to answer their phone for 45+ minutes so the company I was working with was unable to reach them and work things out. Then some nice folks from eTransfers (use them instead!) helped me find a manager for Lomas, who first ignored me, then made me wait longer, then outright lied about being there on time (they weren't) and was outrageously rude and never offered an apology or explanation. Literally, don't use these people. While their low level staff may be okay (drivers, etc) the coordinator at Cancun Airport obviously hates other humans and shouldn't work in tourism.