Hi Syeda,
I am sorry to hear that things did not go as expected, and we wish that things went smoother. That said, I believe there was a misunderstanding.
We decided to change the itinerary out of concern for your health and well-being. We take safety and security very seriously.
As soon as you entered Thiago's car, your husband asked if it was okay for him to do the hike, given that he had just recently had back surgery.
It was professional of Thiago to provide honest advice given the challenging nature of this hike.
We do our best to be as transparent as possible in our online communications to avoid surprises and situations like this.
Under "Additional Information", you can find the following details:
- "Not recommended for travelers with back problems."
- "No heart problems or other serious medical conditions."
Additionally, it is not correct that this is only a 3-hour hike. The description explicitly states that it takes 3 hours to reach the summit and 3 hours to get down, 6 hours total. It takes a whole day, and we communicate that ahead of time.
Our services are inclusive, and if we had information about your husband's physical condition ahead of time, we would have recommended a much more suitable tour. We welcome all travelers (kids, teenagers, adults, elderly) and offer a large variety of tour options for different interests and profiles.
After learning about his condition at the last minute, we adapted the tour to yours. We proposed a moderate hike with the same duration, but you decided not to do it until the end. Instead, you chose to go paragliding (parasailing is over water).
Paragliding is an activity that is highly accessible for people with disabilities. There is no minimum or maximum age. Any person from 20kg – 120kg can fly, including the disabled, no matter the disability. We asked you to pay cash so we could pay the pilots right after the flight.
Before this review, our Pedra da Gávea product had 100% of customer satisfaction, with 80 reviews giving us a 5-star rating.
As a leading company in the active travel industry, safety is our #1 priority, and we must consider the best interest of our customers. Outdoor activities and expeditions must not be taken lightly.
We appreciate your comprehension.
Regards,
Alexis VQM