cruiser user number 7

My family has cruised 10+ times. We have learned to book off the ship for excursions to save money and have a really great time. This was the first time we have had a problem. We cruised to Costa Maya December 2023 right before Christmas. We booked the excursion "Chacchoben Mayan Ruins and Beach Break Excursion" through costamayacruiseexcursions.com. This is the only time in all our cruises that we have had a problem. The guides took us to the ruins and never took us to the beach. We kept asking about going to the beach and they said we would get there. They put us with another group who did not have the beach break. They decided to take them back to port and we had to ride along. Then offered to take us to the beach. We had to board in an hour and the sun was setting. How much fun could we have had at the beach in less than an hour? Food and drinks were supposed to be included. The guide showed us a few options for food. Also told me we get two drinks each. The description states "The All-inclusive day pass offers guaranteed Beach Chairs and a beautifully shaded Palapa for relaxation." So not really all-inclusive. I emailed the company and the reply I get is basically "our policy clearly states you need to bring it up to the guide" so they don't want to take any responsibility. My advice is to go with a different company. We never got to see the beach, so I do not know how nice it is. If your cruise also goes to Cozumel like most do, Paradise Beach was amazing! Been to Playa Mia as well. We prefer Paradise now. The food service and drinks are excellent.