The tour guides and driver were absolutely wonderful and the 1 star is not a reflection on them, but on the company that truly bamboozled us from the get go.
The Playa del Carmen Grand Hyatt had a tour office in their hotel so we figured that whichever companies they went with were reputable in order to get to Chichen Itza. The brochures and the staff all had Cancun Adventures branding so I thought we were booking with that company. I didn't notice until they gave us the receipt that it was for Aventuras instead, but didn't think much of it.
Well, then the day of the tour arrived. The shuttle was supposed to pick us up at 7am and when the Cancun Adventures shuttle arrived, they let us know that it was for Aventuras instead. No problem - the shuttle ended up coming 15 min later, but still we weren't bothered.
However, the shuttle then turned into a parking lot where they said they were combining groups that would take 5 minutes. TWO HOURS LATER, they finally combined all the groups. We were told that each shuttle only had 10-12 people. Instead, they crammed 14 of us into one van, literally taking all the seats available and they even had a guide sit on a cooler for part of the time. Because of this, we also didn't have any room for our bags and just had to cram them all around us when we already didn't have leg space (our group ended up sitting in the back where the tires took up 1/2 the leg space). From a pick up of 7:15am, we didn't depart the parking lot until about 9am, and then didn't arrive at Chichen Itza until 12pm. I completely understand that the guides can't do anything about whatever the company tells them to do and it is just insane that they would plan logistics like that.
On top of this, I ended up chatting with another couple who let us know that they paid $95 per person for our tour when we were charged $130 per person for this experience.
The rest of the tour was perfectly fine. The guide we had at Chichen Itza was absolutely wonderful. The Mayan lunch was super delicious. The cenote was super fun though not nearly enough time. Valladolid was okay - not a highlight and mostly a tourist trap, but I understand why most tours to Chichen Itza pass through there.
In all, would not recommend if you want an experience that values your time and money.