Dear Paul,
Thank you for your honest and detailed feedback, and for being a loyal Happy Shuttle customer. We truly appreciate your continued trust in our service, and we're very sorry to hear that your recent arrival experience did not meet the standard you've come to expect from us.
While we’re glad to hear your return trip was smooth and timely, we’re concerned about the condition of the vehicle and the mechanical issue you described during your transfer to Playa. This is far from the level of comfort and reliability we aim to provide. We also understand how unsettling it can be when communication with the driver is difficult, especially in an already stressful situation.
Please know that we take this feedback seriously. We’re currently reviewing the vehicle in question and will address the maintenance and equipment concerns with our operations team to ensure this doesn’t happen again. We are also reinforcing our vehicle standards and communication training with all drivers.
We’d love the opportunity to make it right on your next visit. If you're open to it, please reach out to us directly at reservation@happyshuttlecancun.com so we can follow up and offer a gesture of goodwill for the inconvenience.
Thank you again for bringing this to our attention—and for giving us another chance. We look forward to serving you better next time.
Warm regards,
Julio Navarro
Customer Service Supervisor
