They can hire a car upon arrival. What time will they be arriving? there are options to get a taxi, or get a collectivo or van. Keep in mind, there will be lots of people trying to get their business. Did they book it as a package? sometimes the airline might offer transfers for a price, if it is a popular hotel.

Prebook the transfer.

http://www.cancunvalet.com/

Here's one that I've used, there are many more a search would turn up and possibly as agent suggested, there is a shuttle available thru the hotel. Taxi's are way over priced,IMO and I'd not recommend that route.

Arrival at Cancun AP is a zoo even to those of us seasoned in travelling to that area so I really think booking something ahead of time will save you, or your DD and DS in this case from some of the madness that just is Cancun AP.

As far as I know, the only hotels that offer free shuttles are the two near the airport, Courtyard by Marriot and Comfort Inn. I'd go with a private transport, have used USA Transfers in the past and Cancun Valet as mentioned also gets good reviews.

We used USA Transfers. They're great. We had a last minute change of travel plans and they were very accomodating.

Thank you very much for your responses! I will look into these transfer websites.

They have booked a transfer to their hotel with USA transfers.

They were also able to book an inexpensive daytrip to Chichen Itza with USA Transfers.

Thank you for the advice!

Laurie