Thanks for your review and detailed feedback. We’re very sorry to hear that the experience didn’t live up to your expectations. It’s not often that a guest takes the time to copy-paste their review to multiple platforms, so first and foremost, we want you to know that you have been heard. Client satisfaction is the lifeblood of our business and as a small team, we can be flexible and creative to find the best solution for our guests and would have loved the opportunity to address your concerns directly.
You’re right, the day of your tour was indeed irregular! Unfortunately, as flights were canceled, some guests were re-accommodated to a later tour so that they could keep their reservation with us. Simultaneously, we received your same-day booking through a third-party platform, where we have less control over last-minute availability. While our groups average 6-8 passengers, our group limit is 12 people and around the holidays, more people travel. In your case, we were at 11 when we received your booking and debated whether to make an exception and entertain a group of 13, one person over, or cancel the last booking and issue a refund. Our decision in this isolated incident ultimately was to help travelers have a great time in Lima and not leave anyone stranded on the holidays. It seems that wasn’t the right call for everybody and we are sorry to hear this affected your overall experience. Again, the groups average 6-8 people, but this year we will thankfully have more staff on hand in this kind of situation as we are finally starting to recover after two years of the pandemic and a coup d’etat. Should this situation arise again, we will keep your comments in mind.
We were slightly taken aback to learn that the amount of dishes and cocktails served was insufficient. The overwhelming majority of client feedback describes an abundance of food in all of our experiences. The portions are calculated on a per-person basis and don’t affect the ration size. Regardless, we take all guest feedback very seriously and we are reviewing the menus and the items ordered to ensure that no one finishes hungry.
Again, thanks for sharing your thoughts and giving us a chance to reflect on our policies. We hope you enjoyed the rest of your Peru trip!