Reply from guatego.com
Thank you! So glad your Antigua to Panajachel transfer was a great experience all around. Hope to see you back in Guatemala soon!
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Company details
Written by the company
guateGO is a ground transportation marketplace operating across Latin America and the Caribbean. We connect travelers with reliable shuttles, private transfers, buses, and ferries in 9 countries: Guatemala, Belize, Mexico, Honduras, El Salvador, Nicaragua, Costa Rica, Colombia, and Jamaica. Operating in 200+ cities since 2018, we manage 5,000+ routes and have served over 27,000 travelers. Whether you need an airport transfer in Guatemala City, a shuttle from Antigua to Lake Atitlán, a private transport from Cartagena to Tayrona, or a bus from Oaxaca to Puerto Escondido, we make booking simple with prices upfront in English and Spanish. 24/7 customer support. Trusted by wedding planners, corporate clients, and independent travelers.
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3.4
Average
2 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 100% of negative reviews
Typically replies within 24 hours
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Extremely unreliable
Very bad experience and, above all, an extremely unreliable and unhelpful service.
The service we had paid for was not provided, leaving us in a very difficult situation. What was even more disappointing was the company's complete lack of assistance or cooperation when the problem occurred. We received no meaningful help in finding an alternative solution and were essentially left to deal with the situation on our own.
In the end, we had to find and pay for an alternative solution ourselves, simply to be able to continue our journey. Even afterwards, despite the fact that the problem was not caused by us, the company refused to contribute to the costs we had incurred as a direct consequence.
We were also told locally that this kind of problem is not unusual, which makes the lack of reliability even more concerning.
For a company operating in the travel sector, this is simply unacceptable. Selling a service and then leaving customers completely on their own when the service fails is not a serious or reliable way to operate.
The worst part was not only the failure of the service itself, but the total lack of willingness to help, cooperate or take responsibility for the consequences. Fortunately, we managed to find a solution ourselves — otherwise we would have been left stranded.
Based on our experience, we cannot recommend this company or its platform. If reliability and customer assistance matter to you when travelling, I would strongly advise looking for an alternative.
25 August 2026
Unprompted review
Reply from guatego.com
Thank you for your feedback, and we're sorry this trip was distupted.
For transparency, here are the facts:
This was the traveler’s 10th trip booked through our platform in two weeks (the previous nine were all completed without any issue).
On this final route, the bus operated by an independent transportation provider suffered an unexpected mechanical breakdown. We responded within minutes, explained the situation, and issued a full refund of 100% of the amount paid through our platform, confirmed with a receipt.
The traveler then chose to hire a private car on her own, at a cost of USD 200 (for a USD 25 bus ticket), and demanded we cover it. As our Terms and Conditions state, and as is standard across travel booking platforms worldwide, we cannot reimburse transportation arranged independently outside our platform.
Mechanical incidents are rare across our routes, as this traveler’s own nine previous trips reflect. We regret that this incident ended an otherwise smooth ten-trip experience, and we remain available if she needs anything further.
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