Complaints against Tourist Service Providers

If a tourist service supplier or provider does not respect price, quantities, dates, terms, deliveries, conditions, modalities, features, warranties, interests and other commitments relating to a tourist service offered in verbal or written form, you can file a complaint at the Procuraduria Federal del Consumidor (PROFECO) which is the competent authority to this matter.


Once you have submitted the complaint to the PROFECO, you can notify the Tourism Office by filling out the "SEDETUR COMPLAINT FORM", mentioning that the complaint has already been submitted to PROFECO.

Complaints lodged with the Procuraduria Federal del Consumidor (PROFECO) may be submitted by the following means:
  •   In person directly to the Delegation or Sub-delegation Service Unit closest to you.
  •   By writing to the Citizen’s Contact office where you will be guided to the corresponding Delegation or Sub-delegation Service Unit.
  •   By sending an email (in case of foreign residents).
  •   On the Internet, as long as the provider participates in CONCILIANET.

To expedite your procedure, we suggest you schedule an appointment through the Program of Appointments by Phone (PROCITEL) from the inside of the Mexican Republic or using our toll-free number 01 800 468 8722; online if you prefer at
To file a complaint, it is necessary to go personally to the PROFECO delegation nearest to your address, where you will be asked to present the following:
  •   Consumer’s name and address.
  •   Name and address of the provider that appears in the contract, voucher or payment receipt. In case of not showing any of these documents, point out the place where he/she can be located.
  •   Description of the good or service that is being reclaimed and the narration of the facts that originated the complaint.
  •   Fill out the PROFECO's form "Complaint-Reception" (you must print it and submit it to the Delegation).
If your complaint proceeds, then PROFECO will walk you through a conciliation process, which consists in finding out the best way of reaching an agreement that satisfies both parties. This agreement may result in two options:
  • 1) Restitution or return of the amount paid by the good or service, or
  • 2) Bonus for the damage caused to the consumer.

It is important to state that PROFECO has no power of attorney to force providers to comply with all claimed issues by the consumer or affected person. When this happens, PROFECO offers alternative legal tools for the defense of the consumer's rights, such as arbitration and judgments.

PROFECO is not competent to deal with the following complaints:

  •   A relationship or employment contract.
  •   The provision of professional services that are not of commercial nature.
  •   The services provided by companies of credit information.
  •   The services regulated by the financial laws, institutions and organizations whose monitoring or surveillance is in charge of the National Banking and Securities Commission, Insurance and Bonding Commission; the Retirement Savings System or of any organ of regulation, supervision or protection and defense under the Secretaria de Hacienda y Credito Publico.

Where should I go?

Zona Caribe Méxicano
Av. Cobá, No. 9 y 11 altos
Smza 22, Frente al Seguro Social
Col. Centro, CP 77500, Cancún. Quintana Roo.
Tel: 998 887 2877, 998 884 2634, 998 884 2744 y 800 468 8722
Office hours: Monday to Friday from 08:30 to 15:30 hrs.


PROFECO, through the Departamento de Conciliacion a Residentes en el Extranjero (CARE) (Department of Reconciliation to Residents Abroad), protects your consumer rights even when living outside of the Mexican Republic. Regardless your nationality, if you purchased some goods or purchased a service with a regulated provider by the Mexican laws and you are not satisfied with the product or service, PROFECO advises you, and if necessary, facilitates the conciliation procedure between the parties involved free of charge.
To be able to respond to your complaint, you must:

  • 1. Download the "Format of Complaints for Residents Abroad" in the following link, and fill in all requested fields:
    •   1.1 Your name, addresses, telephone number, and e-mail address.
    •   1.2 Name and address of the supplier or provider of the service as it appears on the voucher or payment receipt.
    •   1.3 Description of the reason of your complaint, including the good or claimed service, stating clearly and briefly the facts that occurred, the date of purchase or contract, the total price of the good or service, and the amount that you claim.
  • 2. Copy of your official identification and documentation that shows your place of residency.
  • 3. Copy of payment receipts, invoices, and contracts that support the purchased goods or contracted services.
  • 4. Copies of all documents that may contribute to the claim. (Such as a cancellation letter, proof of delivery or report submitted to the provider).
  • 1. By e-mail: to the information sent must not overpass 5 megabytes.
  • 2. By post to: Procuraduría Federal del Consumidor (PROFECO), Direccion General de Quejas y Conciliacion, Av. José Vasconcelos 208, piso 6, colonia Condesa, delegacion Cuauhtemoc, C.P.06140, Mexico, D.F.

All your information is confidential and PROFECO keeps and protects it according to our federal laws, therefore, is not disclosed to third parties.
If you require more information, please contact (+52 55) 5211 1723 or send an email to


It is a module in which all conciliation hearings are forwarded via the Internet to suppliers of goods and services that have entered into a collaboration agreement with the Office (PROFECO) for this purpose. The advantages for consumers are:

  •   It is not necessary to go to a delegation or sub-delegation Service Unit.
  •   The deliveries of the documents are through the Internet and in electronic format.
  •   Reduction of the time for the attention and resolution of the complaint.

A username and password are required, which will be provided when registering into the system.
To initiate the process and see the participating providers please visit::