Awesome Flight Cozumel — Attraction in Quintana Roo

EDIT: Check pics to see my response to the lying owner’s reply to my review. DO NOT GO HERE! I went here on my last day in Cozumel with my partner and our in-laws. When we arrived we were told it would be a 10 min wait. It was almost 45 minutes before they returned. As we were waiting and getting excited the owner of the zipline company pulled my sister-in-law aside. He asked her to walk with him to a corner so they could talk privately. He then proceeded to ask if she had read all the rules by the check-in counter. She told him yes, and he told her to go back and re-read rule 3. We were all a bit confused and did not know what was going on. She walked over and re-read the rule, which stated you can not zipline if you are under the influence of drugs or alcohol or hung over. This is when we realized the real issue. I have Tourette's syndrome, so sometimes I make noises or twitch my body. He mistook this for me being under the influence of drugs. When we tried to inform him of my disability he continued to insist that l was under the influence of drugs. He said, "I don't know what drugs you took or what you got from the pharmacy". We kept trying to explain Tourette's syndrome to him and he just kept saying "I'm not a doctor I do not know what medicine you take" I tried to tell him I do not take medicine and he just kept saying he's not a doctor and kept saying we didn't read rule number 3. After a couple of minutes of back and forth, he then said that we did not list any medical conditions on the check-in form. This is true, however, the check-in form asked if we had any "physical limitations" which I do not have. Tourette's is a neurological condition and my tics do not physically limit me in any way. I am completely able-bodied and am a very active person. I tried to explain to him that I have ziplined many times and that I partake in many physically demanding sports and activities. He responded by circling back to insisting I was on drugs. He kept trying to say he was concerned for our safety, but the reality is, he was ableist, prejudiced, and profiling me. I asked him why he did not address me about my condition in the first place and instead, asked someone else. He said he didn't want to be rude and then compared the situation to a disabled child whom he would not want to address and instead talk with their parents to be “polite”. When we realized this was going nowhere, we asked for a refund. He told us he would give us a refund but it would take a few days and that we had to call Viator first. We told him we were not leaving until he refunded us and he kept saying that we would have to go through Viator and it would take a few days. A quick check on Viator showed that the tour was non-refundable. When we told him this he again said he would refund us in a few days and said he didn't want our money anyway. During all of this, he was acting very smug, so we could tell something was off about his promise to refund, and did not trust him at all. We immediately called Viator before leaving and the agent told us they would need to call the tour operator before they could refund us. When we told the owner they were calling him, his smugness immediately turned to anger. You could see it in his face. He was angry that he was not going to get away with his behavior and our money. After Viator called him and refunded us he did not say a word and his smug smile was gone. Not only was he ableist, rude, had horrible customer service, and was ignorant, but he was also trying to scam us out of our money. This all took about an hour and a half, from the time we got there and were told to wait, to the time we got the refund and were able to leave. As I mentioned this was our last day in Cozumel and we wasted an hour and a half of our time that we could have been spending enjoying the beach. This whole experience left me feeling sad and defeated. It is hard enough to have a disability, and being treated like I am a drugged-out crackhead due to it really tears me down and makes me extremely upset. I would not...

Do not come here. This was the absolute worst service experience I have ever had due to the owner’s incompetence and blatant discrimination.

My group arrived for our reservation, and they told we would wait for 10 minutes and then get started. Instead, they had us waiting for over an hour. Once it was finally time for us to get geared up, the owner singled me out from my group and told me to step over here and that he “needed to talk to me privately about something.” Then, he asked me “do you know the park rules? What is rule number 3?” (Mind you he watched me read all of the rules right in front of him earlier). Then, he told me I needed to walk over there and go reread rule #3. The rule was talking about not being able to zipline if you’re under the influence of alcohol or drugs,etc. and I knew this was going to be about one of our group member’s disability.

She has Tourette’s but instead of asking her directly and inquiring, he repeatedly said that he is not a doctor or an expert and that he “does not know what kind of medicine you all are taking.” We repeatedly explained that no one is taking medicine, and that she has Tourette’s Syndrome. Instead of actually listening to us, he continued to argue with us and say that he “doesn’t know what medicine we got from the pharmacy.”

Such blatant, ignorant discrimination of our group and of our friend because of her disability. He also said that we did not indicate that she has a physical ailment on the form. Whenever we signed the forms he literally told us to just write our names and put our signatures, so he had us ignore everything else on the form. Regardless, we explained to him that she does not have a physical ailment, but he continued to repeat his same narrative.

After 30-40 minutes of arguing with us with a sarcastic smile on his face the whole time, he asked us what we want to do. He mentioned that we can get a refund (insinuating that we are not allowed to zipline at the facility). When we asked more about the refund, he told us that he will refund it, but he gave us no detail about how to do this. We decided to stay until our refund was sorted since we had to call trip advisor and trip advisor had to call this ziplining place. Once the owner received the call, his demeanor completely changed. That fake smile was instantly wiped off, and he stormed off. So, in the end he tried to scam us, and he wasted the first half of our last day of vacation.

Such a...

Jesús and the entire crew did an outstanding job! I was lucky enough to go ziplining with them on February 19 and my three kids and I had so much fun. My son was very scared and I am certain any other zipline place would have gave up on him and allowed him to quit but Jesús was so patient and took a lot of extra time to make him feel comfortable so he felt safe to participate. Once he tried he loved it! All 3 of my kids said this was the best part of our vacation and that they enjoyed it even more than our other tours including swimming with dolphins. The guides do all the work so that you are always connected to a rope and feel very safe and even play fun music you can hear while up above the trees. All you need to do is sit in your harness and grab the rope when they say and HAVE FUN! They also have a photographer follow you from platform to platform and he took excellent pictures. They were very affordable and we got more than I could imagine - such great memories. Thank you Awesome...