I had a great experience both to and from Cancun/Tulum.

On my way to Tulum, there was a mix up at the hotel and the driver stayed with me until it was resolved.

On my way to Cancun, the weather was very stormy and driver was careful and responsible. I felt safe in the car!

The only feedback I would give them is that their reservation system is kind of messy if you want to do a Airport to Hotel, then Hotel to Hotel service. I called them to make this arrangement but the drivers and the confirmation letters always indicated round trip even though I paid for the Hotel-to-Hotel service.