Completely incompetent tour management
Reviewed Tour: Express W Circuit
AnonymousFrom USAAt
1 - Very poor
“They screwed up all the dates and accommodations. Got to a Refugio after hiking 10 hours only to find I had no reservation. I had to pay out of pocket and was not reimbursed. All this after paying them a $1000. Hike was great but avoid bookmundi and tangol tours like the plague.”
The tour operator responded on :
“Dear Mr. Grasley,
First of all, we really appreciate your comments and we are really sorry to hear that the overall experience did not fulfill your expectations.
Our representant met you at your hotel the day before to provide all the tickets and vouchers needed for the expedition. From the first minute, all the accommodation had been confirmed and guaranteed. Since the booking had been made only 2 days before the trip starts, one of the refuges was sold out and we, with the correspondent reimbursement of the difference and previous agreement, replaced by campsite accommodation.
Due to a System failure, the Refuge Torre Central did not find the reservation when you had arrived there. At that moment, you decided to pay an upgrade to stay at the refuge. As it was a personal decision to upgrade from Campsite to Refuge, we can't object it. We were working really hard on this system issue to guarantee this will not happen again. The rest of the itinerary ran smoothly so all the refugees were correctly confirmed
Once again, please accept our sincere apologies for the inconvenience it could have caused. We would like to welcome you again in one of the trips in the future to improve your overall experience.
We are totally available for any question or further clarification about the itinerary.
“I went with my partner to Machu Pichu and took the services of Kantu, from the beginning to the end they treated us as if we were the kings of the world, worried about every detail, that all the services are punctual and that we arrived on time at each station, They honestly made us feel very important and we are very grateful, the service and the experience in Machu Picchu, was simply amazing.
Pregunta a Maien S sobre Recorrido de día completo privado a Machu Picchu”
“We had an excellent time. Great Staff - So friendly and knowledgeable. The food was good, nature was beautiful, lots of activities, great showers, good bed. The guides were so good!! All of this for 200$ is a great value for money!”
“Machu Picchu is Machu Picchu- one of a kind. The staff on the Train were incredible - attentive, talented, funny, and caring”
Most disorganized package tour I've ever purchased
Reviewed Tour: Iguazu Falls by Bus
Kenneth HillisFrom CanadaAt
1 - Very poor
“The Bookmundi site clearly stated that bus beds were 180 degree flat beds. Instead, the seats reclined to 120 degrees. The bus attendant was insistent that the bus toilet could only be used for urinating and not for bowel movements. Yet, the trip was 18 hours from Buenos Aires to Iguazu Falls and passengers were only allowed to debark once, for 5 minutes, and that was only because the bus company needed to unload a bunch of cargo in an intermediate city. We felt like we would explode inside.
The crew stopped several times and got out of the bus for breaks but made sure to lock us inside when they did. The attendant was annoyed the one and only time I asked him for a glass of water. The bus company, Crucero del Norte, is NOT in the business of serving international travellers but apparently SayHueque, the Argentine tour assembler, could care less. Totally disgusting and incompetent.”
The tour operator responded on :
“Dear Kenneth,
Hope this message finds you well.
My name is Noelia and I am the Sales Manager of Say Hueque.
We are really sad to read you Feedback about the Bus from Buenos Aires to Iguazu Falls. It is the main goal of Say Hueque to create the best Travel Experiences, and we understand your expectations were not fully satisfied. We are really sorry about this.
We sell lot of buses here in Argentina, and it is the first time, we receive a comment like yours. As you may know, the bus transportation service in this package is not a touristic service, it is a public transportation service for local people and tourism, like the airlines or ferries. Despite this, here in Argentina the buses are very good compared to the rest of South América, and Crucero del Norte is one of the best companies! That is why we work with them, but after your feedback we are going to research and work to improve.
Regarding the service and the treatment of drivers, it varies depending on who the driver is, and this is something we cannot manage, but of course we will make a formal complaint to the company.
Maria and I are really sad about this. We really care, and it is our main concern, your opinion. So, of course, we highly appreciate your Feedback and we will work to improve our services.
Warm regards from Buenos Aires,
Noelia Juarez
Sales Manager
Say hueque”
“While its beauty grows each day, this trek is NOT a “wilderness” experience. This trek is glamping with little solitude to be found and you just have to know that going in.”
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1 We connect you with a hand-picked and qualified travel expert who can match your trip requirements. The advantage of working directly through a travel expert is that you get the best and unfiltered advice from the very beginning.
2 The travel expert will help you with creating and customising a trip for you. If you have any questions or concerns relating to the trip, the travel expert will also be able to help you with those.
3 When you feel that your trip is exactly per your wish, you'll be able to book the entire trip here on Bookmundi.
The Advantages of Bookmundi
Selected Local Travel Experts
All our local travel experts have been chosen based on rigorous selection criteria. In fact, we reject 98 out of 100 local travel agencies, and thereby giving you access to the top 1-2% local travel experts.
Secure Online Payment and Financial Guarantee
Each and every trip is required to go through Bookmundi's secure payment platform, powered by Stripe and supported by SSL. All payments are therefore carried out in secure manners. We are furthermore member of the Danish Travel Fund which gives you a 100% financial guarantee for any money you pay on Bookmundi, even if we went bankrupt (which we we will not!).
Trip Replacement or 100% Reimbursement
Bookmundi has hand-picked your local travel expert. Our role, as your trusted third party, is therefore to make sure that your entire experience runs as seamless and secure as possible. We guarantee to you that in the unlikely event where a local travel expert cancels your trip after your deposit or full payment has been made, we commit to replacing these services with another equally qualified agency so that your trip can go ahead as planned, or failing to replace it, we will give you a 100% reimbursement.
New customer enquiry by {{getFirstName(activeuser)}}:
No of people:{{myRequest.no_of_adults > 0 && myRequest.no_of_children > 0?' and ':''}}
{{myCurrentRequest.group_type=='Single'?'1 Person':myCurrentRequest.group_type=='Couple'?'2 People':''}}
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