Thank you for sharing your feedback, and we apologize for the inconvenience and frustration you experienced regarding the communication and information related to your tour.
We strive to ensure all essential details are clear and accessible at the time of booking. Our tours that do not include ground transportation are explicitly stated in our tour descriptions, including the need for a 4x4 vehicle to reach the meeting point. This information is intended to allow our guests to prepare adequately for the journey ahead.
We understand your concern regarding the timing of the communication. Our goal is to provide timely and effective communication to all our guests. We reached out the day before to offer an additional option for transportation, aiming to enhance your experience. We regret that this caused confusion and that our response times did not meet your expectations. We are continuously working on improving our communication processes, especially when coordinating with third parties, to ensure more immediate and direct responses.
Given the circumstances described, we would like to investigate further to understand where our processes may have failed and to prevent a similar situation in the future. We also want to ensure you feel heard and taken care of. If there's any way we can assist you further or if you would like to discuss this matter personally, please contact us directly. We value your feedback as it helps us improve our service, and we are committed to making things right for our guests.