Hi Dave,

Thank you for your feedback. We’re truly sorry that parts of your experience did not meet your expectations, as this is not the level of service we aim to provide.

On the day of your trip, there was an unexpected mechanical issue at departure, which caused a delay. While it was resolved quickly, we understand that waiting is never ideal and we appreciate your patience.

We would also like to clarify that your reservation was for a 4-hour charter, and you were charged accordingly. Prior to departure, you expressed interest in visiting El Cielo, and we explained that this would require a longer charter. Unfortunately, the Harbor Master restricted access to the southern area of the island that day, including El Cielo, which is completely outside of our control.

Despite these circumstances, the trip continued with snorkeling, beach time, and activities as planned. As a gesture of goodwill, we refunded your deposit in full, even though the charter was completed.

We take great pride in our team, whose experience spans decades, and in consistently delivering high-quality experiences to our guests.

We regret that this situation did not meet your expectations, and we sincerely wish you the best in your future travels.

— Aquadventures Cozumel Team

Hi Dave, Thank you for your feedback. We’re truly sorry that parts of your experience did not meet your expectations, as this is not the level of service we aim to provide. On the day of your trip, there was an unexpected mechanical issue at departure, which caused a delay. While it was resolved quickly, we understand that waiting is never ideal and we appreciate your patience. We would also like to clarify that your reservation was for a 4-hour charter, and you were... More