Tours Los Cabos — Local services in Baja California Sur

Updated Review — Additional Info (Previous Review Deleted Due to Technical Difficulties)

Before I get into my experience, it’s important to know that Tours Los Cabos is only an intermediary—they don’t run the tours themselves. Here are some of their most popular tours and the actual companies that operate them: • Clear Boat to the Arch / Whale Watching – EnvaTours • Camel Ride Beach Safari – Cabo Adventures • City Tour & Clearboat Combo – EnvaTours • Beach Hopping Snorkel Tour – Cabo Adventures • La Paz & Balandra Full-Day Tour – Cabo Adventures

If you book directly with these operators, you can deal with them immediately and avoid delays, rigid policies, and lack of accountability from a middleman.

Now, my recent experience: I booked a Clear Boat Tour through Tours Los Cabos around 8:00 PM while out to dinner, for a tour scheduled the next morning at 9:00 AM. Less than 30 minutes later, when we returned to our hotel room, our sitter told us one of our children wasn’t feeling well. I immediately reached out—by 8:30 PM—to request a cancellation or at least a reschedule.

Despite the quick turnaround and the unforeseen nature of the situation, they rigidly enforced their 48-hour cancellation policy. The representative refused to help and later stated that unless we could provide a medical certificate, no refund or reschedule would be granted. I explained this was about a sick child and beyond our control, but there was no flexibility, no compassion, and no willingness to work toward a reasonable solution.

Only after I expressed frustration and mentioned leaving a review did they claim they had “attempted to cancel,” yet they still refused to issue a refund or credit. In sharp contrast, Cabo Shuttle Services, which we also had booked, provided a full refund without hesitation.

What makes this even more disappointing is that any response they give here will just be lip service. They told me the situation was “out of their control,” yet never offered to at least refund their own commission or take any ownership—only excuses. As a business owner in the service industry myself, I know that policies are important, but how a company chooses to apply them says everything about their values.

Unfortunately, my experience showed that customer care is not a priority here. I would not recommend booking through Tours Los Cabos unless you are fully prepared to lose the entire cost—no matter how legitimate or urgent your reason for cancellation.

Update for response:

This review has been reposted due to a technical issue. Unfortunately, Tours Los Cabos’ response doesn’t address the real concerns we experienced. For the best experience, I recommend booking directly. The other two reviews here were written by members of our group who were also scheduled for the tour. If you had seen their original response to my first review, it would be clear that it offered more lip service...

We had an unfortunate experience with Tours Los Cabos that travelers should be aware of—especially families.

We booked a clear boat tour the night before our scheduled departure (9:00 AM the next day). Less than 30 minutes after booking, we learned that one of our children wasn’t feeling well. We were out to dinner without the kids. We immediately reached out via WhatsApp to cancel or at least reschedule. We weren’t looking to create problems—just hoping for a reasonable and humane response.

Instead, this is what we were sent, word-for-word:

“Hello, good morning. This is Cristina from Tours Los Cabos. Unfortunately, due to our policies, we are unable to process cancellations or reschedule activities at this time, as your tour is scheduled for today and does not meet the required notice period for cancellation or refund.”

They then pasted their cancellation policy and thanked us for “understanding.”

That was it. No offer to reschedule. No request for clarification. No acknowledgment that this involved a sick child. That was their only response—until we mentioned we would be leaving a review. Then, suddenly, the tone changed.

Once we voiced that we were going to share our experience publicly, they began referencing options like “a refund with medical documentation” or “rescheduling at no charge.” None of those were offered in their original response. Let me be clear: these supposed accommodations only came after we raised concerns about leaving a review.

We’ve seen how they respond to reviews—just look at their reply history. They’ll likely claim they “immediately contacted the provider,” that they “tried to help,” and that we “declined to provide medical justification.” They said exactly that to another reviewer in our group. But that’s simply not true. We’re happy to provide full screenshots of our WhatsApp conversation to prove it.

Also worth knowing: Tours Los Cabos is not the actual tour provider. They are an intermediary who earns a commission on every booking. Despite that, at no point did they offer to refund their portion—even though it’s within their control. Instead, they hid behind the policy while keeping the money. That speaks louder than any scripted apology or cut-and-paste refund policy.

For contrast, Cabo Shuttle Services refunded us without hesitation for a separate cancellation. That’s how professional operators handle customers in good faith.

If you’re considering booking through Tours Los Cabos, understand that once they have your payment, you’re on your own—even if your situation is completely legitimate and communicated immediately. And if something goes wrong, expect them to manage optics rather than truly...

I was very disappointed by how this situation was handled by Tours Los Cabos and feel it’s important to share our experience.

We were traveling as a family—my son, daughter-in-law, and their two young daughters—and had booked a clear boat tour for the following morning. My 9-year-old granddaughter Olivia had been excited for days, talking nonstop about the fish, the clear bottom, and seeing the famous arch.

But the evening before the tour, Olivia suddenly became ill. My son and daughter-in-law contacted the company right away—less than 30 minutes after making the booking—to cancel or reschedule out of concern for her health.

What they received in return was nothing more than a pasted cancellation policy and a flat refusal to help. No acknowledgment of the child involved. No effort to offer a solution. No human touch. Just a cold “no” and a link to the rules.

Only after they mentioned they would be leaving a review did the company suddenly claim they had reached out to the provider, and that options like refunds (with medical letters) or rescheduling were possible. But let’s be honest: if that were true, it would’ve been offered up front. It wasn’t. Their message only changed when they realized their reputation might be impacted.

They’ve since tried to claim that we refused to provide justification. That’s false—and the WhatsApp thread proves it. Their entire response feels like it was constructed to defend themselves publicly, rather than sincerely assist a family in a difficult moment.

Also worth noting: Tours Los Cabos is not the tour operator. They are an intermediary that takes a commission. They never offered to return their portion, which they control completely. They simply hid behind the tour provider’s cancellation policy while keeping their cut. That says everything about their priorities.

By contrast, we had another cancellation with Cabo Shuttle Services, and they refunded us without question. That’s the difference between a company that leads with service and one that leads with self-protection.

This experience left a bad taste. I wouldn’t recommend this company—especially to families. If anything goes wrong, even if you act immediately and in good faith, don’t expect flexibility...