I booked my vacation through your company online. I had nothing but problems from the beginning of my arrival to the hotel. I did not have issues with the flights or the hotel directly, just your company. The flights were as smooth as possible and the hotel was absolutely beautiful. It fulfilled every promise that the website stated. I booked three excursions online when I booked the hotel and flight. Those included deep sea fishing, ATV/ Ziplining, and a lobster dinner on the beach. The vouchers or website for that matter did not explain where the excursions were to take place or how long they would last. Transportation was only provided for the ATV/ Ziplining but that was a problem as well. Upon checking in with your company on arrival, as instructed to, we found out that the ATV/ Ziplining excursion was not even on your list and they had no idea when we were going to be picked up or that the excursion was booked for us. You then spent over an hour on the phone trying to figure out where the missing piece of the puzzle was. The people at the hotel even told us to double check because sometimes transportation does not show up for your excursions. Another issue that we had was that private taxis were needed for the other two excursions. Which that is ok, but the lobster dinner was an hour away in Cancun and that was not including traffic. The deep sea fishing excursion was ok because it was only 10-15 minutes away and was not that expensive. The lobster dinner excursion was all the way in Cancun and would have costed $85 for a one-way taxi ticket. That is $170 for transportation to one excursion that we were not informed of and would have lost due to the excursion being canceled. There was no other transportation available and your company could not help at all. Not to mention the fact that the ATC/ Ziplining excursion was that day and by the time we got back to the hotel we would have been 15 minutes late to the lobster dinner excursion, not including traffic and our excursion would have been canceled anyways. The excursion that was missed (The Lobster Dinner), was supposed to be a celebration for a five-year anniversary. It did not happen due to poor communication with YOUR company! I am severely disgruntled and am disappointed for the missed opportunity. I am requesting a full refund for the missed excursion due to multiple communication errors and circumstances around the event. Why would you book an excursion over an hour away from the hotel I booked at? Why was transportation an issue and not offered, if not at an extra cost, for the two excursions that transportation was not set up for? Why were approximate times for how long the excursions lasted on the excursions when you book them? How can you allow an excursion to be booked and not provide assistance when an issue arises with it? All around this experience was awful and I would not consider booking with your company again! I feel that I was wronged by your company and a vacation that was supposed to be relaxing turned out stressful and incomplete. We missed a dinner planned for our 5-year anniversary because of the lack of communication and poor customer service. For that I am requesting a full refund for the missed excursion! If you have questions regarding this concern feel free to contact me at [protected] or by e-mail at [protected]@yahoo.com. Once again, I am severely disgruntled with your services. I would appreciate a response back acknowledging the concern and provide a reasoning for the issues at hand as well as a full refund for the missed excursion. I hope you have a wonderful day! Regards, Ashley Whitacre