Dreams Tours

Very disorganized tour with many hidden costs. They tell you your ticket includes everything and then surprise: 2 USD for the mandatory life jacket at the cenote. We didn’t pay and just went down there and put our feet in the water before the people stuck in line paying got down. Could have probably gotten away with swimming honestly.
Prepare to spend a lot of your day wasting time being herded around to crappy food places and urged to buy chintzy trinkets «to support the Mayans». Then they’ll try to guilt you into buying a bottle of 17 USD «Mayan» booze with your photo printed on it. Way more of this will occupy a day with Dream Tours than actually sightseeing.
Sure, all this can be expected on a trip anywhere outside of Europe/​Aus/​Can etc. What angered us enough to write a review was their promise to pick us up at our hotel, to sell us the trip. We had an Airbnb they didn’t recognize, so as we were about to pay they tried to casually change the pickup location on us. We were ready to walk when they grudgingly agreed to pick us up at the Walmart we bought the tour in. Fine. However, at the end of the day they refused to drop us off there and instead dropped us off at a random intersection «2 blocks away» from Walmart. We were three girls, and we got lost in an unfamiliar town, at night, with no map or gps. Not cool.
So if you have the option to pay a little more to book through a legitimate touring company, do so. This tour worked out ok for us on our dime budget, but sounds like others on Google and Tripadvisor had way worse experiences than us. Not worth saving a few bucks.

We’ve had 3 trips with Dreams Tours throughout our stay in Cancun. Part of it is our fault trying to budget like students, and save money by avoiding going through our great hotel. The first tour was to Chichen Itza, and forgetting about long delays and the refusal to give any customer a receipt, the bus was laden with bed bugs.
When we complained about the bugs after the fact we were ensured this was only for this one tour, and that the other tours are on bed bug free buses. We wound up purchasing a package of another 2 tours — one to XCaret and one to Tullum as we were told buying two tours would be the most cost feasible for us.
While the first tour arrived to XCaret 3 hours late, the second tour never happened. We waited in the lobby at 6 AM as instructed. At 7 we had the concierge call Dreams Tours who said we should wait, and they’ll pick us up in 10 minutes. At 8, the concierge called again and Dreams Tours said they’re not coming.
We went to the business office (the picture attached here). They said the issue was that even though they had accepted the money we paid to them, the agent did not pay them enough money for the tour so they keep all the money and we can’t go on the tour despite our paying them $ 280 USD.
They told us to go to the stand where we purchased the ticket. As they do business with the stand all the time, they assured us it was all okay and they would take care of it. The stand sent us back to the Dreams Tours headquarters, who sent us back to the stand. The second time we went to the stand, and said this was tantamount to stealing and we would file a police report.
It was at this point that we were threatened and told by a very volatile gentleman he is «connected to gangs,» and knows our hotel room number because we had to disclose the room # when we booked our ticket. The hotel wound up having to implement additional secuurity during our stay. Dreams Tours then said these men they have on the streets in the hotel district are not their responsibility even though they only sell tours for Dreams Tours, and Dreams Tours exchanges thousands of dollars with them on a day to day business. We were only told these people are «thugs,» and to just let it go and accept our loss for our safety.
The police officer we met with informed us companies like Dreams Tours sometimes take money from tourists, but don’t provide the tour as a way of increasing profits. However, we could have the situation is fixed by showing him our receipt. Our receipt read only that it was paid in full referencing receipt one, and supposed to leave on ⁸⁄₃₀. We needed a receipt to show us how much we paid — the first receipt showing we paid $ 280.
The issue is in order to go on any trip with Dreams Tours you must turn over your receipt after you pay, and cannot even take a picture of it (in hindsight, you should and must take a picture before hand). Dreams Tours issues you no new receipt, and we were told the receipts are kept in a safe on the second floor and only the owner has a key. Of course, the owner is never in. Basically, there’s no way to get the receipt. Why would a business possibly put the receipts in a safe no one can access unless they’re intending to defraud the customers?
So we lost our money, there was no tour and our safety was threatened. This is Dreams Tours. I’m sure other people will be on to share similar experiences, and maybe we could all band together to warn future tourists about them. This is a threat to all tourists of all creeds from all countries.