Escursioni private per i passeggeri delle navi da crociera

We sincerely regret that your excursion could not take place. We were very much looking forward to hosting you and showing you the best of our islands. However, as you mentioned, a government weather alert was issued by the Government of the Canary Islands (Gobierno de Canarias) for that date. We would like to emphasize that: Safety is non-negotiable: Under no circumstances will we ignore an official safety mandate or put the lives of our guests, employees, or collaborators at risk. Legal Compliance: When the government issues a warning of this nature, we are strictly bound to comply to ensure everyone's well-being. Proactive Communication: We aim to notify our guests as early as possible—in this case, the evening before—to allow you to adjust your plans while in port. While we are just as disappointed as you are that the tour "didn't happen," we appreciate your understanding that safety must always come first. We hope that on your next visit to the Canary Islands, the weather will be on our side so we can provide the "nice tour" you were expecting. Best regards, The Management Team

Herzlichen Dank für Ihre Bewertung! Vielen Dank, dass Sie sich die Zeit genommen haben, Ihre Erfahrungen mit uns zu teilen. Es freut uns sehr zu hören, dass Sie einen tollen Tag mit unserem Reiseleiter verbringen konnten. Wir wissen, dass Reisen mit zwei Kindern besondere Aufmerksamkeit erfordert, und es ist unser Ziel, jede Tour so flexibel und individuell wie möglich zu gestalten, damit die ganze Familie den Ausflug entspannt genießen kann. Es war uns ein Vergnügen, Ihre Wünsche zu erfüllen und Ihnen einen schönen Aufenthalt auf Teneriffa zu bereiten. Wir hoffen, Sie und Ihre Familie bald wieder bei uns begrüßen zu dürfen!

Thank you very much for your review! We are delighted to hear that you enjoyed the northern part of the island and that the viewpoints we selected were spectacular for you. We will certainly pass your kind words along to Belén. She is very passionate about sharing the history and secrets of Tenerife, and she will be thrilled to know that you enjoyed her tour. We hope to see you again on your next cruise stop to continue showing you the beauty of our island.

vielen Dank für Ihre freundlichen Worte! Es freut uns sehr zu hören, dass Sie einen so schönen Tag auf Teneriffa verbracht haben und dass die Organisation mit Abholung und Rückbringung am Hafen perfekt geklappt hat. Pünktlichkeit ist für uns, besonders bei Kreuzfahrtgästen, oberste Priorität. Wir werden Ihr Lob sehr gerne an Belén weitergeben. Sie liebt es, auf die Wünsche unserer Gäste einzugehen und die echte kanarische Küche in lokalen Lokalen zu zeigen. Es ist schön, dass Ihnen die Spezialitäten so gut geschmeckt haben! Wir hoffen, Sie bei Ihrem nächsten Besuch auf der Insel wieder begrüßen zu dürfen.

We are sincerely sorry for the frustration and inconvenience you experienced. We understand how disappointing it is to wait for a tour that doesn’t arrive and have to arrange alternative transportation on the fly. However, we must clarify that we never received a booking confirmation from Viator for your excursion. As we mentioned during our phone call, your reservation never appeared in our system, which is why no vehicle was dispatched. This appears to be a technical synchronization error on Viator's platform, and as a local provider, we have no visibility or control over these external system failures. Regarding your refund, since the transaction was made directly with Viator, we do not hold your funds nor do we have the authority to process returns on their behalf. You must request your full refund directly through Viator’s customer service, as they are responsible for managing your payment and notifying us of your booking. We deeply regret that a platform error affected your trip, and we hope they resolve your refund request promptly. Best regards,

Thank you so much for your kind words! We are thrilled to hear that your day in Tenerife with us stands among your top 5 tour experiences—that is a huge compliment for our team. We will be sure to share your feedback with Diego. He takes great pride in tailoring every excursion to our guests' interests, and he will be delighted to know that his knowledge and personalized approach made such a positive impact on your cruise stop. It was a true pleasure having you and your family with us. We hope that whenever your travels bring you back to our shores, you’ll join us for another "perfect day." Safe travels and warm regards,

Here is the response in English, tailored to be firm, professional, and clear about the communication issues and the safety protocols: Response in English "Dear [Customer Name], We regret that your experience did not meet your expectations, but we must clarify the facts regarding that morning. First and foremost, the meeting point was sent to you well in advance. This is our standard pick-up location, used daily by our guests without any issues. Due to the unusual weather alerts issued by the Canary Islands Government, we attempted to reach you multiple times via both phone calls and messages to provide updates. Unfortunately, we received no response to any of our contact attempts. While we understand the difficulties of traveling, if guests remain unreachable or without a connection, it is impossible for us to coordinate during an emergency or a government-mandated alert. We cannot be held responsible for a lack of communication when we have exhausted all means to reach you. As a company, we will never ignore official safety warnings, regardless of the cost to our reputation. Our priority is the safety of our clients and staff—a principle that is reflected in our more than 500 five-star reviews. We are a serious business, and we find it unfair to be characterized otherwise when we were acting in accordance with the law and your own safety. Best regards, The Management"

Siamo sorpresi e dispiaciuti nel leggere il suo commento, poiché secondo i nostri registri il rimborso dell'importo di 156,80 € è già stato emesso e processato da parte nostra. Desideriamo chiarire che la cancellazione è stata dovuta a condizioni meteorologiche avverse e insolite, con diverse allerte ufficiali emesse dal Governo delle Canarie. Come azienda, la sicurezza dei nostri clienti è la nostra priorità assoluta e rispettiamo rigorosamente le direttive delle autorità; non opereremmo mai in condizioni di rischio, nemmeno a costo di ricevere recensioni negative. Riguardo alle sue parole sulla nostra serietà, ci teniamo a precisare che non è nostra politica ridicolizzare alcun importo né mancare di rispetto ai nostri ospiti. Se c'è stato un malinteso nella comunicazione, ce ne scusiamo, ma il nostro impegno è dimostrato dalle oltre 500 recensioni con il massimo punteggio e dai riconoscimenti ricevuti, che difendiamo con il lavoro quotidiano. La preghiamo di considerare che, una volta emesso il rimborso, i tempi di accredito sul suo conto dipendono esclusivamente dai circuiti bancari internazionali, fattore che sfugge al nostro controllo. La invitiamo a verificare con la sua banca l'effettiva ricezione della transazione. Cordiali saluti, La Direzione"

We sincerely regret that your experience was interrupted in this way, but we would like to clarify the "force majeure" circumstances that led to this decision: • Official Government Alert: On the day of your booking, the Canary Islands Government issued an official weather alert. As a responsible company, we have a strict protocol: we will never compromise the physical safety of our guests, employees, or partners in the face of dangerous weather conditions. • Safety-First Cancellation: During official alerts, authorities often close access to key areas (such as Mt. Teide or Anaga). While we regret the short notice, weather conditions in the islands can shift dramatically within minutes, forcing us to make immediate, difficult decisions for everyone's well-being. • Commitment to Excellence: Our reputation and our 2024 & 2025 Excellence Awards are built on reliability and professional ethics. Operating during an official government alert would be an act of negligence that we simply do not allow. We understand your frustration, especially since you were already on your way, but safety must always take precedence over any sightseeing activity. Sincerely, The Management Team