Ultramar — Local services in Cancún

On the second day of our vacation, my carry-on wheeled suitcase containing my passport, Samsung tablet, medicines, and clothing rolled off the ferry and was lost at sea. Although we reported the missing suitcase immediately, Ultramar employees initially said there was no evidence of any problem on their security cameras. When we persisted, their Customer Service Representative Miguel Cornejo actually showed us video footage of the suitcase rolling off the ferry, acknowledged their responsibility, and promised restitution for the lost items. As they had asked, we reported what had happened through email with a list of the items lost and their approximate value. We heard nothing for several days. We continued to telephone, email, and WhatsApp them with no response. This is the crux of the matter: they just hoped that by ignoring us, we would go away. They continued to lie to us, and postpone as best they could. Eventually we found the hidden Customer Service office in Puerto Juarez: you have to go up a back staircase by the truck loading zone and knock on the white unmarked door across from their outdoor lunch patio. Once we found that, we would make our presence known every day until they finally realized we were not going away empty handed. They gave us 50% of the value of the lost items. Our main concern is that we were dealing with people who have no integrity, no honor, no honesty, and apparently no morals. We spent two weeks in Mexico and met some very nice Mexican people. Unfortunately, they do not work for Ultramar. We spent our two week vacation fighting Ultramar and making multiple trips to Cancun to get an Emergency Passport to get back to the U.S. Oh, by the way, most taxi rides in Cancun cost $50 to $85 US which is another black mark on...

Gosh the ferry is wonderful but I have to give the parking 0 stars given the nightmare experience we had.

There is a big garage right in front the the terminal, we parked there for 4 days while we stayed on island. The total came to 1805 pesos (~90 USD); not great but not terrible either. The entrance has signage indicating payment methods include Visa. Upon trying to exit, however, we discovered this was no longer true (May 2022). The parking attendant was useless beyond informing us "no carta" (how about you take down the damn Visa sign then?). OK, well, there's an Oxxo in the terminal with an HSBC ATM we can withdraw cash at. Oh, except when you try to pay again you'll notice the machine doesn't take any bills bigger than 100, guess I'll go back and ask the Oxxo cashier to help me make change. Nope, they won't accept your 200 or 500 bills, even with a purchase.

Finally, after running around for nearly an hour we find a money exchange across the street from the terminal that is kind enough to break large bills. Now we can sit at the pay machine for 5 minutes feeding upwards of 18 bills into it to get our parking paid for. Never had such a frustrating experience trying to give someone my money.

There appears to be several valet options near the garage - may be worth using...

My experience with them is awful. We were trying to come back to Cancun from Isla mujeres and asked a blue vest person (ferry employee) for the right gate . Once there an agent said a name of a place that appears at our ticket and scanned our tickets . Well it turns out it wasn’t the right gate and he said it was too late , that he already scanned it and there was nothing to do anymore. We are Mexican/American and we speak fluent Spanish. We asked for somebody in charge to help us return to the right place. Emilio was arrogant, and said that once scanned they can’t do much just to wait, if any approval from the main office. It could take hours he said. It was getting dark and we were with 4 kids waiting approval to return to main land. An hour and a half passed this person disappeared. We went to another gate and the people there could finally help us and brought the arrogant agent to our attention. He now was yelling at us, why we took a picture of them before. Like he didn’t said anything before, he just disappeared. We were so tired and upset it was frustrating. Thanks to the other gate keepers from the same company, they let us go thru without hassle. We are never riding...