Ms. Raquel:
Thanks so much for your review, we have investigate the situation and got information from Driver, Guide, Customers and we have an answer for your review:
About the protocols, We have used masks on the van also along the hike.
Since it is a open space area, our team take more that 2 metters distance from Customers, Taht is the recomended distance on open spaces.
Since you were on a group tour, our guide and team has to take care of the whole group.
The guide reported that you were stoping every where for take pictures and you were the ones who were not taking care of the decitions of the group.
our guide and group has waited for you for around 40 minutes but you were not empathy with the other travelers that were always waiting and not feeling confortable with your actionst the whole group.
the group have waited for you for about 40 minutes, when the guide told you that the whole group was not happy waiting that long time, you did some unrespectfull comments about the guide, he listened it.
the group, after waiting you for around 40 minutes, went to the restaurant and all the group took the lunch, you ordered a local fish dish, but once the restaurant served it, you said that you did not want any more the fish and you ordered alpaca at the last minute.
on our way from the restaurant to the van, a member of your group lost a cellphone, Luckily the cellphone was near, but there was another delay for the whole group.
Our customer service also report that you were 4 people on the booking, at last minute, 6 hours before the tour starts you were asking to change 1 traveler for an other person that was not on the booking because 1 of the 4 travelers was feeling tired, we said yes because we were trying to be helpfull, then you said that there were going to be only 3 travelers.. and at the end (30 minutes before the tour stats) you said that there were going to be the the original 4 travelers.
all this situation is very disapointing to us, we tryed to give our best, but unfortunatly you did not give value to our actions and did not have been empathy to other travelers and workers.
Now you put a review of 2*, again, we feel very disapointed because of this.
We will keep working to provide our best to our customers.
Thanks for all.