Boca del Puma — Local services in Quintana Roo

This place can be unsafe for travelers. I had reserved for this tour with some of the adventour company. Unfortunately I realized I left my purse in the van 5 minutes after it had taken off. I quickly tried to call the driver and realized I had no service throughout the area. I went up to a worker and asked if he would call the driver to check or give him a heads up to see if my bag can be secured. About 3 minutes after I was shown a picture of my bag confirming the driver had the bag. I was told he would be back with other passengers and when I would be done the tour they would give me the bag. About 2 hours later I was finishing the tour with some complimentary food, and I was sitting by the driver who confirmed he had my bag. After 20 min of not getting my bag I asked for my bag and was told that it was in the van. I tried to not assume the worse and sat back down. As I did I heard them speaking about withdrawing something , and that we would be leaving 30 minutes later which I did not understand because the van was there and so was our driver. Once again I got up and asked for my bag and he responded with the same response. “ it’s in the van” . I noticed him being a bit strange and started to pick up on the energy. My friend asked for the bag and he said the same to which I responded “please can I have it now”. He then stated that the van was locked and I would get it when I get ready to leave. I then realized that, that wasn’t okay and proceeded to ask to which he began yelling at me , stating “ that he told the group to keep their belongings to themselves because he didn’t want to be responsible for anything” . I would have taken full responsibility if I was told that my bag was not in the car but I had been confirmed by him that it was so I did not think that response was necessary. It frightened me and I turned to some of the tourist traveling with us who were witnessing the chaos he created to avoid giving me my purse. Unfortunately there was no service for anyone so we were all in the location trying to understand why was I being denied my bag. While he argued with me another man and women who are employed in CASA DE PUMA were seen by a tourist entering the van in which they say my bag was . Soon after the driver decided he would get me my bag slammed the bag and yelled at me to look through it because he wasn’t a theif. At no given time did I say such things I just think someone shouldn’t have to beg for their personal things. My friend recorded the whole scene and you can see and hear the man who entered the van while the driver argued with me, speak into the phone acting like he was looking for something that someone was missing . It was pure chaos and while it’s a nice experience it is not worth risking your safety and peace for.

PLEASE STAY SAFE!!

I attached their pictures as well as the drivers license plate I will be reaching out to the company who sells their entrances because this might have been a small altercation that made me and my friends feel completely unsafe and vulnerable, but if they were capable of doing such thing on a secluded area god knows what could happen in the future. Please please stay in touristic areas and stay away from Casa De Panama for this reason.

The guy on the phone was the employee seen in the van right before I was finally given permission to grab my belongings. The women was with the man

The man in white...

Very disappointed in the way I was treated by this establishment. I had a tour to ride Atvs, zip line, and your underwater caves. I could not experience the whole tour because of an ATV accident. The first round of me riding I ride with my partner who’s a good ATV driver and owns one. The second ride was offered to me for free because they didn’t have a harness for my size. On the second ATV ride a root from the ground was sticking up and the ATV flipped and landed on my leg. Which left me unable to walk on my left leg. First Aide was not offered to me immediately. They did offer to bring me back which I took because I was in pain. However I walked in pain to see if there were any damages and there were none. It was left flipped on its side for about 5 mins before they flipped it back up right. However they told me it could not be operated. After they brought me back to the common area I soon see one of the guys driving in it to bring it back to the front and they put it back in line for it to be driven. In the beginning they offer you insurance that I and my partner declined because we knew he would be the only one driving. However because I could not enjoy the zip line experience I agreed to the second ATV ride this time by myself. All the guy talked about was money. He never asked me if I was okay or if I was in pain. I was treated harshly and rudely. I could pay the 100$ (Cost for rollover with damages, however there were no damages) that was no problem. But I asked for a quarter of my money back since I could not enjoy the full experience. He was irate and said your gonna pay this Mexican and harassed me and even tried to keep me as a hostage to not leave. He refused to offer me any reconciliation by meeting me in the middle since I injured myself on an ATV they still proceeded to let others ride on. He even tried to humiliate me in front of upcoming tourist by saying she didn’t get insurance and doesn’t want to pay. When he knew prior to even speaking that lie that I asked him about paying the amount but be fair to me the customer. But he could careless. This company really showed it’s true colors today. And I will no longer travel to Mexico again. This was a horrible first experience and I regret doing business with this tour agency. If you are an American or tourists please avoid this agency. Spend your money elsewhere. This agency is more concerned about money than your well being. I was so frustrated I paid the $100 and went about my day but not without first contacting Profecto and other parties who handle these sort of matters. Right now I just would like a full refund for the experience which I’m in the process of. I also feel led to sue them for pain and suffering. But they didn’t file any paperwork to record my injury as well. I was very nice to the guy and he just was...

They stole my GoPro Disappointing and Unprofessional Experience – Do Not Trust Them

I am beyond frustrated with this company and their shocking lack of professionalism. I recently visited their cenote and accidentally dropped my GoPro into the water, which was only about 8 feet deep but very murky. I fully understood that it was my responsibility to keep track of my GoPro, and I was not expecting the company to resolve the issue for me. I was simply hoping for a bit of assistance, given the circumstances.

The manager initially told me that he would check for it once the water cleared the next day because they were closing. When I called back, he claimed that the GoPro was “not there” and insisted it must have been stolen. He didn’t even have the proper equipment to search for it, yet he was so sure of himself. When I asked how he could be so certain without doing an actual search, his response was dismissive and completely unhelpful. He told me, “I’m not your nanny,” and essentially blamed me for losing it. This was incredibly rude and unprofessional. He also said “your camera wasn’t even a good one.”

I even offered to come back myself and try to retrieve the GoPro, but the manager refused, stating that it wasn’t there, even though no one had actually attempted a search. He flatly rejected the idea of a professional diver going in to retrieve it, again insisting that it wasn’t there.

This company’s attitude is appalling. I’m incredibly disappointed with how they handled the situation, and I strongly advise others to avoid this place. They have no regard for their customers and are unwilling to take any responsibility. If you value your belongings and expect basic customer service, do yourself a favor and...