The monkey experience

I want to share my experience with this agency because it is truly unbelievable. We booked a long trip (23 days) covering much of Mexico. The vacation went well for just a few days until everything was taken over by Hernández Reyes Francisco (the owner). He is not a professional in the tourism sector, since he also works in other jobs and is not even registered with SECTUR (Secretaría de Turismo | Gobierno). Because he has no time to dedicate to his clients’ trips, he never replies to messages or phone calls. We were left to deal with serious problems in a country where we barely spoke the language and did not know the customs. We had terrible guides who didn’t even know the itinerary, tours were canceled at the last minute, and we received no assistance whatsoever. It was a nightmare. The hotels, which were supposed to be at least three stars, were in fact run-down: dead animals inside, drafts, high humidity, and mold everywhere. We sent many photos and even brought the local guide into the room to document the extremely poor conditions because Hernández Reyes Francisco refused to believe us despite the photos and videos (attached here). Once again, there was no response and no reimbursement. Mr. Hernández Reyes Francisco kept delaying any real solution by giving us lies and false promises that were never acted upon. The most serious issue was that just four days before the end of the trip he canceled our hotels and transports, leaving us literally stranded, simply out of greed. It was an absolute nightmare!!

Our experience with this agency was extremely disappointing and, at times, distressing. We had booked a 23-day trip across Mexico, expecting a professional service, but unfortunately the opposite occurred once the management of our trip was taken over by Paco, the owner. He is not a qualified tourism professional — he is not even registered with a formal RNT — and this became very evident throughout our journey. Communication was practically nonexistent: he rarely, if ever, replied to messages or calls, leaving us to face serious difficulties in a country where we did not speak the language fluently and were unfamiliar with local customs. Some guides had no knowledge of the itinerary, tours were canceled at the last minute, and there was no support provided. The accommodations we were promised were supposed to be at least three-star, but in reality they were in terrible condition: damp and mold everywhere, drafts, even dead insects found in the rooms. We sent photos and videos, and even asked a local guide to witness the state of the rooms in person. Still Paco refused to acknowledge the situation, nor did he offer any compensation. Throughout the trip, he delayed solutions by giving excuses and false assurances that never materialized. The most unacceptable moment came just four days before the end of our vacation, when our hotels and transportation were suddenly canceled. We were effectively left on our own, stranded, because of what can only be described as negligence and bad faith. This was not just disappointing — it turned what should have been a beautiful trip into a deeply frustrating and stressful experience.

Me and 2 friends booked a 23-day trip across Mexico, but after the first half, the entire organization fell apart when switched from our point of contact (Luis) to the management of Francisco Paco (the owner). Communication was almost impossible: calls and messages went unanswered, leaving us alone to deal with serious difficulties in a country where we didn’t speak the language and were unfamiliar with local practices. The guides provided often had little knowledge of the itinerary, some tours were canceled at the last minute, and we received no effective support. Lots of accommodations were also below expectations. Although the trip was supposed to include at least three-star hotels, we found run-down structures with poor conditions (humidity, mold, even dead insects in the rooms). We documented everything with photos and videos, even showing the situation to the local guide, but Paco dismissed our complaints and offered neither solutions nor reimbursement. Throughout the trip, we were repeatedly given excuses and promises that wasnt kept. Only words, no actions or real help. The most serious issue came just four days before the end of our journey, when our tours and transportation were canceled without warning, leaving us effectively stranded. Overall, the experience was negative, marked by disorganization, lack of professionalism, and broken promises. This is the first time, for me, where a signed contract appear to be solved from one side for complaining, after paying a long tour, far from being cheap. So, we had to pay all by ourselves for the last days of activities ans transportation (that were already paid to the agency) because they interrupted the service. I would not recommend Monkey Experience after Luis left.

We choose this company for the good reviews and for the good price. What a bad choice! We booked a big tour of 23 days from Cancun to Baja California. Everything was fine until Luis was still working with the company, but in the middle of the holiday Luis resigned from his position because he could not stand anymore the situation with Francisco (Paco) and the nightmare began. Once Paco took the place of Luis, the quality of the holiday drastically dropped. Services were not provided, problems with the hotels were not solved and it was impossible to have assistance. After several and hard complaints from our side, Paco wrote a message where he told us that he would have stopped the services, leaving us without driver and guide in the middle of the Baja California!!! My personal feeling is that the company is going to stop to work and that they are collecting the last money from the unlucky customers.

We had a top notch Street Food tour experience with Eduardo this afternoon. We have lived in Mexico for 18 years, taken a lot of tours and eaten thousands of tacos yet still we managed to learn quite a bit during our excursion. We had a great variety of tacos, some of the best churros I have ever had and a sampling of sweets from the oldest confectionery shop in Mexico. The highlight of the tour was a stroll through the Mercado San Juan where we sampled mezcal with sal de guísanos and chapulines. The end of the day found us on a rooftop overlooking the Templo Mayor ruins, watching the sun fall behind the mountains and sipping more mezcal. It was a great day and Eduardo was an engaging and knowledgeable guide. Well worth the money. Highly recommended!

This is an excellent walking tour led by a knowledgeable and entertaining guide. It includes a good introduction into pre-history, history, and even a sprinkling of current events in Mexico. The guides are also good at finding some out of the way places not on the most popular tourist routes.

It was a great experience with our guide Paco, the centro histórico is beautiful and the tour was very knowledgeable, we enjoy our first time in the city, he brought us to spots that not to many people know and very relax buildings in downtown like the one with the paintings of Diego Rivera, we feel very safe all time with him and we also get to know very nice people from other countries. We highly recommend it if you want to know what’s behind the amazing culture of the country :)

Our contract specified a minimum hotel standard of four stars, yet we were provided accommodation that did not even reach two stars. This is the first agency have encountered that neither changed the lodging immediately nor offered suitable alternatives; no offer was made.