Most awful, stressful and frightening travel experience - Our experience with this private transfer company during our trip in Mexico was honestly one of the most stressful and frightening travel experiences we have ever had. We booked a private transfer from Guanajuato to San Miguel de Allende through this company. Since it was our first time traveling in Mexico with a child, and we do not speak Spanish at all, safety and reliability were extremely important to us. We specifically chose a private transfer company instead of cheaper local options because we expected a more professional and 100% secure experience. The problems started before pickup. Although the transfer was booked and confirmed about two weeks in advance, the company never proactively sent us any identifying information about the driver. On the day of departure, I had to contact them myself to ask for details, and even then they only provided a driver’s name — no photo, no license plate number, no car model, nothing that would actually help verify identity. On the day of departure, the assigned driver was already 15 minutes late. While we were waiting outside our hotel, another car stopped and the driver claimed to be our assigned driver. I asked him directly whether he was the person whose name had been provided to us, and he said yes. Because the company had failed to provide any additional verification details, we had no way to confirm otherwise and got into the car. Shortly after leaving the hotel area, we lost wifi connection. The driver then started heading toward the airport instead of San Miguel, and we realized we were in the wrong vehicle with the wrong person. We briefly managed to connect to airport Wi-Fi and contacted the company coordinator, but communication was extremely difficult because he could not understand the situation in English and relied on WhatsApp message translation. We asked the fake driver to take us back, but instead he became very angry and dropped us in the middle of nowhere because we refused to pay him. At that point we were stranded with a child, no internet connection, no water, and 30°C heat. Our child was crying and we genuinely felt desperation. We had to wave down passing cars for help until fortunately a police officer who spoke English stopped and helped us call a local taxi. Ironically, this random taxi that eventually took us safely to San Miguel was cheaper than this “professional” transfer service. What upset us even more was the company’s response afterward. As soon as we finally arrived at our new hotel and regained internet connection, we immediately received messages from the assigned driver saying he was already at the hotel and was coming in to collect payment from us. Instead of showing concern about what had happened, the focus was immediately on getting paid. After such a frightening experience, this felt incredibly inappropriate and intimidating. His behavior made us genuinely concerned for our personal safety, and we felt uncomfortable handling the situation ourselves. In the end, we asked our hotel receptionist to help settle the payment for us because we simply wanted all this nightmare to end. To be clear: the biggest issue here is not the delay. Delays happen. The real issue is that this company failed to provide even the most basic safety verification measures for passengers, and when a serious incident occurred, there was little empathy, accountability, or meaningful assistance. They can be late to pick you up but will always be on time waiting in your hotel lobby to get your payment. I posted my review above and received the company’s public response, however, I think some points made in their response were misleading. I want to clarify for future travelers. The company actually acknowledged that the assigned driver was late, their staff could not properly communicate in English, and that they failed to provide us more info about the drivers identity other than a name and number. However, they still avoid addressing the core issue: there was no reliable way for passengers to verify the driver’s identity. No photo, no license plate number, no vehicle description, and no pickup verification process were provided. In a tourist area where travelers may not speak Spanish and may lose internet access, this is a serious safety concern. Anyone could simply claim to be the driver — which is exactly what happened to us. The company also suggested that we may have “decided” to continue traveling with the wrong vehicle. This makes little sense considering that we only realized we were in the wrong car after losing internet connection, the driver was taking us toward the airport instead of San Miguel, and we ultimately ended up stranded roadside with a child until a police officer helped us get a taxi. Finally, the company stated publicly that they could not offer any discount because payment was handled through the hotel receptionist rather than directly with us. This is misleading. We asked the receptionist to help because, after everything that had happened, we genuinely did not feel comfortable interacting with the driver ourselves. The receptionist did attempt to help negotiate on our behalf, but the driver insisted on full payment. We understand mistakes can happen during travel. What matters is how a company handles them. Unfortunately, throughout this experience, we felt very little empathy, accountability, or understanding of the safety concerns involved. For international travelers — especially families, solo travelers, or anyone who does not speak Spanish — I strongly encourage you to think carefully before booking with this company.

Driver did not show up. No communication. - Driver did not show up. No communication.