The company was late, picking me up from the airport a few times and also they haven’t refunded me for a tour that...
My name is Erica and I am the customer service Manager, I have reviewed all the conversations available between our operations team, Local manager, some of our drivers, guides and yourselves. Also a hotel email content which i have pasted as a part of the response to this review below.
We’re truly sorry to read your review and disappointed that you feel this way, especially after the considerable effort our team invested in supporting your trip under very difficult circumstances.
To clarify, your flight between Cusco and Buenos Aires was cancelled due to an unexpected airport closure. Our operations team worked tirelessly with LATAM Airlines for nearly 8 hours to secure the best possible rescheduled option while you enjoyed your tours and activities. Despite the disruption, your new flight was confirmed, and our driver waited until 4:30 AM—well beyond the scheduled arrival time—to ensure you were safely picked up.
We understand that the delayed flight, combined with your personal decision to do the Rainbow Mountain excursion beforehand, may have left you exhausted and contributed to missing the 9:00 AM tour the following morning. Where we offered an alternative start time of 11:00 AM, which you declined, as it involved skipping a couple of sites. These same sites could have been covered in the 2:00 PM tour, which you also did not attend. As per the chat transcript with our guide Julia, you mentioned at the time that you weren’t feeling well.
Our guide was present at the hotel at 9:00 AM as scheduled. Hotel staff, as confirmed in writing, also sent someone to your room, but received no response. At 9:30 AM, we sent you a message stating you would be marked as a no-show. Your first reply came 3 hours later, claiming no guide had arrived. Despite repeated requests, we have yet to receive any evidence—such as call logs or messages—indicating that you attempted to contact our emergency number or operations team while you were waiting.
Here's the email from the hotel Quote / Unquote for absolute transparency
Quote
"De: Gabriela Lancellotti <suprecepcionsantelmo@kerhoteles.com.ar>
Enviado: jueves, 5 de junio de 2025 16:03 Ventas1 Ker <ventas1ker@kerhoteles.com.ar>
Asunto: Re: Morales Leela & Lydia Jun 02-04
Dear Marcela,
I'd like to inform you that the passengers were not at the hotel reception when the guide arrived to pick them up, so they were called to their room. Since they didn't answer the phone either, one of the receptionists went to their room, but they didn't answer either.
I hope I have helped you
Best regards.
Gabriela Lancellotti
Encargada de recepción"
This tour was, unfortunately, a no-show, and this has been communicated clearly on multiple occasions. As per our terms and conditions, no refund is applicable in such cases.
It’s also important to highlight that our guides and drivers consistently went above and beyond for you—waiting beyond agreed times charging us at least once for additional wait, accommodating multiple last-minute changes, and ensuring continuity despite the disruptions. These efforts deserve to be met with mutual respect. Several team members reported that interactions were, at times, unnecessarily rude, which we take seriously.
We acknowledge that one of your transfers was delayed and that one of the hotels you stayed in did not have a heater. However, your broader claim that none of the hotels had heating is factually inaccurate. We have verified with all the hotels you stayed at—including Hilton properties—that no request for a heater was made. These properties feature centralized temperature control systems rather than individual heaters, and staff confirmed they would have gladly assisted had a request been raised.
While we recognize where things may have fallen short, it’s equally important that feedback remains accurate and fair so we can improve meaningfully.
We appreciate you taking the time to share your review and do understand that your 1-star rating stems primarily from the disappointment over a non-refundable no-show tour, one hotel lacking a heater, and the unfortunate flight cancellation which required adjustments to your schedule.
We are deeply committed to customer service and to ensuring that every traveler enjoys a seamless and memorable journey with us.
We hate losing any stars—it truly pains us. But it also fuels our determination to work even harder toward delivering the highest level of customer satisfaction and overall experience for every guest we serve.
Regards
Erica
Team Wanderful Holidays
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