Although Peru it is a wonderful country and the experience with the tour company amazing (we found this partner ) our travel agency showed us both poor planning (3 nights at Lima airport ??? And only 1 in Cusco ...) and was not supportive with the trouble we had with the local tour operator condor travel . They missed 2 times pickup appointments and one of the time they didn’t t show up st all for our final trip to the airport . Was not possible to be assisted by this travel agency they didn ‘t pick up the phone and after once we come back offered a 50$ refund on a 35.000 $ trip ....
Amazon Forest Machu picchu
Yes more days in Cusco mess in Lima . Not with this travel agency
Travel Company Comments
Thank you for posting your review and providing invaluable feedback on your trip. As the owner of this company it is really quite disappointing to receive a 2 star review from a client. We work tirelessly to make sure that our clients get the best experience possible before and whilst travelling with us; so receive negative feedback is a real disappointment. Although we acknowledge that we failed to give this client 100% satisfaction on their trip, we take on-board the feedback and seek to improve our services for future clients.
In response to the points raised by the client, I would like to offer my feedback too, so that anyone reading this review can also consider our thoughts too.
Missed collections: The first missed collection was on the day of the Sacred Valley tour. There was a miscommunication between the guide and the operations staff who inadvertently confirmed 2 different collection times for the excursion. The client informed us that the guide had not arrived at the indicated time, so we spoke with the guide and re-confirmed the correct collection time, responding to the client within a few minutes. The client received the full excursion as planned. We apologize for this error. The second issue we faced was with a transfer to Cusco Airport. This is a bit of a mystery to us, as the collection time was directly re-confirmed with the clients the previous day and our transfer rep arrived 20 minutes before the scheduled time searching for the clients for some 45 minutes. Clearly there was a failure here to take the clients to the airport, and although we are unsure why this happened, we accept the responsibility that the communication of the transfer time failed. We offered to refund double the cost of the transfer (i.e. the US$ 50 the client mentioned).
3 Nights in Lima: Due to the logistics of the trip we included 3 nights in Lima to allow a full day for the clients to recover from their international flight arrival from Europe, and also a night at the Lima Airport hotel which was needed to manage the logistics of flying from Iquitos to Cusco, after their Amazon River Cruise. We agreed this with the clients in the proposed itinerary and didn't differ from this at any time. It is worth noting for the 2 nights at the hotel in Miraflores we included an additional breakfast (for their early arrival) and a room upgrade without any extra charge. We did this to enhance the client's experience.
Price of the trip: Finally from a personal stand-point, whether a client pays US$ 500 or US$ 50,000 for a trip, we always work hard to offer the best service and experience possible. It is worth noting that the client paid some 40% less for the trip than stated in his review.
We appreciate feedback from our clients as this helps us improve our services for future clients. I apologize for any dissatisfaction that this client received on their trip, and we hope that we worked quickly and effectively to solve any issues they faced so not to affect the enjoyment of their trip.
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