Tap Royal International — Local services in Phoenix

Took a trip to Rocky Point and the experience was very different from the reviews I have read. The bus depot was very clean. When you check in, the front counter employee writes the bus number down on your ticket to be on the lookout for your bus. Seats are assigned as you choose them when your purchase tickets. I would suggest paying attention and asking questions if you are unsure about bus so you don't miss it. They do not use an intercom to announce bus boarding, but a guy gives a shout out. That made me a little nervous so we took it upon ourselves to wait outside in front of the bus we were assigned. We left the bus port on McDowell no more than 5 minutes late. Wi-Fi is available on bus, but did not work- only allowed you to get on TAP website. There are sockets which allow you to charge electronic advices. The bus has TV's overhead with chosen shows/movies which are playing for everyone to watch (They are all in Spanish). They also provide headphones. Bus driver was very polite and answered any questions we had. Our bus driver was the same man on our way home from Rocky Point. We stopped in Gila Bend for a break to use the restroom or get food at Burger King for about 10 minutes.

At the Mexico border, the bus pulled over for two Mexico border agents to check underneath the bus and inside (Unsure if the process is different each time or depending on amount of people on bus, but we did not need to exit the bus). Bus drops you off at Penasco Del Sol hotel and cabs are available in front of hotel to take you elsewhere. We chose to stay at Penasco Del Sol hotel.

Our departure home went just as well. Bus arrived on time and left no later than five minutes after scheduled departure. When you arrive at the U.S. border, you are required to exit the bus to allow U.S. agents to inspect bus. You are required to collect your luggage, go inside building to provide passport, are asked typical questions, and walk through the border. The bus then picks you up after it crosses the border. Easy process! The drive between Mexico and Phoenix, there are several inspection spots on the freeway, where we had border agents come on bus which didn't take long at all. Again we stopped at Gila Bend for a restroom break and food at Burger King for no more than 10 minutes.

Suggestion: Make sure you download movies on your electronic device before trip so you are kept occupied...

Customer service at the front desk is terrible!! The lady's working there have such a a bad attitude, they don't try to help you at all, and they say one thing one day and a totally different thing the next time you ask. I thought customer service was supposed to be about the customer and helping as much as possible not making it super hard to buy a dam ticket. It's ridiculous all this trouble if I'm just traveling to Tucson with my kids that they wouldn't even accept their school IDs after they had tolde they would the first time I can to get info. I can't imagine the TROUBLE they give those who travel to Mexico and farther. The front desk customer service agents in the office in Tucson are very nice, the lady's especially Maritza are very nice, patient, and extremely helpful. I also don't understand because you try to be nice to them in Phoenix location and they still act like it's going to cost them the ticket out of their own dam pocket... Is it really necessary to be so rude???!!! The drivers and others helping with luggage are super nice, helpful, and provide excellent customer service they all get 10 👍 but those ladys no way the get a 1 if not lower and if they don't like their job then find something else here you don't have to deal with customers please. Homero Treviño as manager of this place I really hope your ladys realize that being rude gets them no where and only makes customers not want...

YOu can ride this bus line if you want: filthy buses, rude unhelpful office staff, (great drivers though-). I bought a ticket online- paid the "internet price" and discovered when i went to print it that there was nothing to print. checked online and my bank had charged my card. I called, no answer. I went to the terminal- was told I had to buy another ticket--and did NOT get the internet price--why? I was told, "we are having internet problems- and you are not buying on the internet"---really? I did--its your problem not mine. Long story short it took a week and 3-4 emails--and finally I am told, "we did not get any emails until now"---they finally refunded the internet price but the whole time i felt like they blamed it on me as if I caused their problem. I rode tufesa home- the bus was cleaner, the schedule much more streamlined. In hermosillo I asked the tap royal clerk (at ticket sales window) if I stay on same bus or change- and I was told the WRONG bus #. Thankfully the driver corrected the error-. I wont do it again- and sadly, this could have all...