UltraMar Playa Caracol - 77500 Cancún

Don’t use this company. The office ladies didn’t have any respect for customers. I purchased my tickets online but 10 minutes before the departure I was asked to present a printed copy at the office. I didn’t have access to any printer but all the Information requested was in my phone. The lady issuing ticket didn’t accept the digital version and she sent me to print to an internet center even when she had a nice printer next to her. After I printed out the document I came back running like crazy but the lady couldn’t read the document from the paper (she said the font was to small) and she ended up using my phone to check the reference number. Sounds funny but at that time it wasn’t. The staff on the ship was nice and tho.

Very convenient to get to the island, an arm and a leg to get back. Overbooked not enough boats I’m not exactly sure how that more people going back to Cancun and then you coming here. Do you think they would’ve planned for that

We always use the Ultramar ferry to go to Isla Mujeres. There are many routes to go there. Major ones are as follows; 1. Puerto Juarez ( Cancun down town) to Isla Mujeres Round trip ticket is 300 peso as of June 2019 2. Playa Tortugas ( Cancun hotel zone , Blvd.Kukulcan km 6.5, near Presidente Intercontinental ) to Isla Mujeres Round trip ticket is 21 USD 3. Playa Caracol ( Cancun hotel zone, Blvd.Kukulcan km 9.5, next to Grand Fiesta Americana Coral Beach Cancun) to Isla Mujeres Round trip ticket is 21 USD plus 4 USD as dock fee We used to board on the ferry from Puerto Juarez, as it’s cheap and run frequently, but recently we always use Playa Tortugas. (Convenient, if you stay in the hotel zone) However this time, we tried Playa Caracol for the first time since we can walk to the Playa Caracol from our hotel. I checked the ticket price on the internet and it was 21 USD. However at the ticket booth, we were told that the ticket price’s 25 USD per person as we have to pay extra 4 USD as a dock fee. So we paid. Then we were waiting for 20 minutes for the ferry to leave. Then 5 minutes before the scheduled ferry time, we were told that the ferry will not come to this port, so we have to take the bus to go to other port. The lady took us to the other port called El Embarcadero which was located Blvd.Kukulcan 4 km. Also on our way back to Cancun, we had been waiting ‪from 16:40‬ to catch the ‪17:00‬ ferry to Playa Caracol. (As soon as we arrived at Isla, we asked the ferry staff when is the last ferry to playa caracol)  Guess what! We were taken to a different line and kept waiting for 50 minutes to take the ‪17:30‬ ferry to playa Tortugas. Just before boarding the ferry, we were told that the ferry to Playa caracol was canceled, so we had to take the ferry to playa tortugas and take the bus to where we want to go. So we told them that since we paid extra dock fee, please refund 2 USD or provide us the bus ticket. And they just shrugged.  So we paid 25 USD round trip ticket for the ferry and pay extra 1 USD for bus. We wasted lots of time and paid extra dock fee which we didn’t use and pay the bus ticket to go back. I believe they knew that the ferry won’t use playa Caracol during weekdays of off season, but sold the ticket anyway to get extra 4 USD. If they told us before selling the ticket, we don’t have to waste time and money and just leave the playa caracol and take the bus and go to Playa Tortugas by ourselves. If they cannot refund dock fee, at least they should provide round trip bus tickets, instead of providing only one way bus ride.  We were so disappointed with the way they did their business. So if you want to go to Isla mujeres, just go to playa Tortugas! Playa caracol is very tricky!

Horrible how Ultramar treats people. We bought tickets which cost $5 US more than listed. They taped a sticker over the advertised price. Cash only which made me wonder where the extra money goes. Was told we were boarding in 10 minutes but then suddenly everyone was forced to take a bus to the next port 20 minutes away. When we finally got there we were told we were on the next ferry but they obviously oversold by 5 times. Several tour groups were allowed to take ferries before our group because they paid more. This picture is the line we waited in for 90 minutes. None of the staff would explain or apologize. No refunds were given when we asked. Terrible, terrible service!

So we got there early, 11am and waited for the ferry 1145. We decided to get a beer while we waited. Around 1130 we noticed there wasn’t a ferry so we went to the office and overheard them saying the 1145 was full so then when we asked they said it was cancelled. we sat around while we could of just went to another station. They started screaming in Spanish at us. They even tried to say we didn’t buy the tickets there… then they said they took a bus of 60 ppl to a different port but didn’t tell us? Turns out the guy who sold us our tickets didn’t even work for the company. We went back and forth and finally got our money back (which he overcharged 5 dollars each person). They literally ruined our whole day since we had to skip going to isla mujeres at this point. SKIP THIS place and go to puerto juarez..

Very rude lady at the desk, unwillingly to help in any way. She almost made us miss our ferry to Isla Mujeres even though we were 35 (!) minutes early. Zero on customer service, I do not recommend this company.

It’s very convenient to use their ferry transportation to Isla Mujeres from hotel zone. But it’s definitely over-priced given such a short distance and the staff is arrogant and show no respect to customers! Remember to print your itinerary if you bought the ticket online (they don’t accept copy on phones...).

Terrible terrible attitude and service!!! The only place in Cancun where we were confronted with rude natives! I rather pay more and be guaranteed a good time then offer my vacation money to them. If I could put negative stars I would! The unhappiest employee in Cancun!!