My name is Marlene Rivas, I am the general manager of Clamatour. The situation that you are expressing to us is very regrettable.
The guide send a report of what happened and we immediately made the pertinent investigations and I want to respond to your reviews based on the testimonies of the guide and the driver.
Before arriving at the border control, each client must get off the van to stamp their passport at the immigration offices. For this reason, the guide recommends only take the passport and leave the bags in the van. The next stop a few meters away, the guide tells all clients to collect their bags as they must change of van when they cross the police patrol to switch transport in Nicaragua side. The driver always checks the unit in case someone leaves a forgotten object and returns it immediately.
Very important points to mention:
1- The guide reports that you paid $ 120 from your purse in cash later put it in your bag, and upon reading your comment that was after you left your purse alone.
2- The guide reports that you discovered and reported that you did not have your purse at approximately 12:00 (at noon).
3- the driver has worked for 5 years with our company, and nothing has ever disappeared in his transport unit. On the contrary, many times clients have left cameras, telephones, glasses or hats and have always reported and returned to the original owner when possible.
4- There were several stops including shopping centers that you visited before reporting your loss. And it leaves open the possibility of misplacing something as small as a purse.
5- When consulting with another client we know that you made a public claim at the end of the tour, (7:00 pm approx.) And not at the beginning.
6- When customers book a tour to Nicaragua (another country) are always recommended to travel light, and in this way reduce the chances of losing valuable things.
Anyway, we really appreciate your comment regarding a good experience on the tour, we regret the loss of the remaining $ 40 to the $ 100. That you testify to have brought. However, there is not enough evidence to accuse an excellent employee of our team and we will not be able to fulfill your expectations.
Every day we continue learning from this kind of experience and we will continue working to improve the quality of the expedition and avoid any misunderstandings.