We were at Gran Bahia Coba in Mexico, first day we booked 2 excursions with the apple rep Iain (4 ppl $900+). 1st trip to Chichen Itza -outstanding guide PePe THE BEST. Thursday stopped at the apple desk to ask about a cab trip to PlayaDelCarmen, he said we have a bus trip Friday, we replied, no, we are going to Explor!!! Friday 9:15am we were at the designated pick-up area, waited 1/2 hour, asked bellman, he called apple rep. Apple rep Aitor Alonso said oh no that pick-up time was changed 2 days ago to 8:15. I asked if they would taxi us there (20 minutes away) & have the rep there meet us? "Absolutely not, 2 choices reschedule or refund."
He never even said sorry.
It was just another Friday to him... to us it was 1 of 2 reasons for going there.
We asked if they would comp us something from the hotel spa, something? It was, after all, apple's fault for not informing us of the time change. No we have nothing to do with the hotel, I can't do anything.
It ruined everything for me, he was so rude and he just didn't even care.