I'm a travel advisor and I booked this tour for my US client. He is very displeased with the organization, having the...
Dear Maureen
Thank you very much for taking the time to share your client's feedback with us. We truly appreciate your comments, as they help us continue improving our service.
First of all, I would like to sincerely apologize for the inconvenience your client experienced. We completely understand how important punctuality and clear communication are, especially when tours begin very early in the morning.
I would like to provide a little more context regarding what happened.
The delay occurred on July 2 during the pick-up for the Route of the Sun tour. Our driver, Mr. Dany, encountered unexpected traffic very close to the hotel, which unfortunately delayed the pick-up. Although traffic at that hour is quite unusual, it was an unforeseen situation. We fully understand that this affected your client's experience, and we sincerely regret the inconvenience.
Later that same day, we also sent our sincere apologies and contacted your client again to check how everything was going and whether there was anything else we could do to assist. Unfortunately, we did not receive a response.
I would also like to clarify our communication process.
The messages we send each afternoon are not intended to replace or modify the itinerary. Their purpose is simply to serve as operational reminders and provide useful recommendations to help travelers prepare for the following day's activity.
The complete itinerary is shared before the trip begins, and approximately 15 days prior to departure we also send a detailed pre-departure email containing the itinerary, estimated pick-up times, recommendations, and important travel information. The pick-up times included in this document are always approximate and may vary by only a few minutes depending on the day's operations.
For example, for the Lima City Tour, we reminded your client about the pick-up window and recommended bringing sunscreen, water, and comfortable clothing. Before the Paracas, Ica & Huacachina excursion, we provided recommendations regarding warm clothing for the boat tour, suggested requesting a boxed breakfast from the hotel, and shared useful tips for the day. Upon arrival in Cusco, we also sent detailed airport arrival instructions, explained exactly where to meet our driver, and even shared a photo of our transfer assistant so your client could identify him easily.
In short, these messages are intended as helpful reminders and operational guidance rather than a replacement for the itinerary. Our goal is always to keep travelers informed, prepared, and supported throughout their journey.
Please rest assured that it was never our intention to overlook the situation or avoid taking responsibility. On the contrary, whenever an unexpected situation arises, our team makes every effort to respond immediately, keep our travelers informed, and provide assistance throughout their trip.
We sincerely value both your partnership and your clients' experience. Thank you again for bringing these concerns to our attention. Feedback such as yours allows us to continue strengthening our communication and operational processes so we can provide an even better experience for future travelers.
Kind regards,
Martita
Waman Adventures Team
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