Dear customer,
Thanks for booking with us!
We sincerely apologize for the experience that you had!
We are aware that when persons are on vacation it is a little difficult somethime to reach them. That is why we state it, and recommend that all customers must contact their local supplier by phone, email, WhatsApp or text message at least 24 hours before the day of the scheduled tour.
In this case, there was an email, a text message and a couple of phone calls that were sent out to the customer the day before the tour because we wanted to know if the customer could reschedule or choose another activity since the other group that was on the trip had to reschedule because of an illness and therefore left us with less than the minimum number of persons to do the tour on the day that it was originally scheduled for but, we got no response until the morning of the tour.
We will continue to do our best to locate our customers through all the channels available to us to prevent last minute cancellations as it is an inconvenience for us and the customer when it happens.
We look forward to having you on your next travel so we can extend the excellent service that we are known for!
Once again, we sincerely apologize!
Kind regards,
Lindsay M.
Manager