I purchased an all inclusive vacation package for my family. On the expedia website it was advertised that all all inlusive packages purchased include transfer from the airport to the hotel and vice versa. When purchasing there was no notification that we had no transfer, the system did not even give us an option to purchase transfer. We arrived at the airport in Cancun, looked for representatives and eventually found an expedia representative who told us we are not on any list for transfers. When asked what are our options she said we need to take a taxi. We paid $ 220 US from the airport to the hotel and $ 120 US dollars from the hotel to the airport. Had we known transfer was not included we would have made our research and explored transportation options at more reasonable price. I tried to contact expedia by all contact methods provided. After reaching only AI assistant who was not helpful, we were referred to a chat with a person who kept saying we should have checked the hotel. There is not such information posted on expedia that we have to check the site of the hotel/property. I finally succeeded in reaching them over the phone when I came back home but they kept repeating that the transportation is not included in the package when clearly their website is showing that transportation is inlcuded when you purchase an all inclusive package There is no warning that this statement does no apply to some properties/hotels. These are hidden charges and are not at all announced. Had I known that there is no transfer I would have chosen another package/company. It was a very unpleasant experience and we also had the children with us running around at the airport looking for transportation means.
