Local guides didn't show up, no communication. We emailed the local company prior to the day of the tour and the day of (pick up was to be 9 am-- we waited until 10, and no response). So we suddenly had a free day in La Paz and no way to schedule a similar tour.
Dear Miriam We sincerely apologize for what happened and completely understand your disappointment, especially as you had planned this experience as part of your limited time in La Paz. After reviewing the situation, we identified an internal coordination failure related to our reservation process, which unfortunately resulted in the local team not receiving the service information as they should have. We take full responsibility for this. As soon as we became aware of the situation, we contacted you directly, offered our sincere apologies, explained what had occurred, and issued a full 100% refund of the amount paid. We also understand that a refund cannot give you back the day you had reserved for this experience, and for that we are particularly sorry. This was an exceptional incident and does not reflect the standard of service we expect at JOKER EXPEDITION. We have reviewed the circumstances internally and taken steps to prevent a similar coordination failure from happening again. Once again, please accept our sincere apologies for the inconvenience and disappointment caused during your visit to La Paz. Kind regards,
