This company proved to be unreliable and deceptive. After I booked through Viator, they contacted me on WhatsApp claiming the advertised price was incorrect and demanded an additional $29 per person. The exact same price was listed on both Viator and Expedia, so this was very concerning. They also tried to charge an extra $20 per person, claiming our pickup location was outside their service area, which was inaccurate. After Viator contacted the tour operator, they acknowledged that our location was, in fact, within the correct service area. Then, the day before our tour, they canceled, stating that the only guide in the Guanacaste area had become incapacitated for 15 days. After the previous attempts to increase the price, this explanation was difficult to believe. I would not recommend booking with this company. Save yourself the hassle and choose a reputable tour operator that honors the price you book and communicates honestly with its customers.
Dear Nicole, We are very sorry for the inconvenience and we understand your frustration. We contacted you because the pickup location provided was outside the area normally covered by the published rate. However, after Viator contacted us, we agreed to honor the original price as a courtesy. Unfortunately, shortly before the tour, the guide available for that specific area was unable to provide the service due to health reasons. Even so, we tried to find another qualified person to operate the tour, but the cost we were quoted was much higher than the original rate, making it impossible for us to cover that difference while still honoring the confirmed price. We did everything within our reach to find a solution. However, since we could not guarantee a quality service with the proper guide, we preferred to inform you of the situation through WhatsApp and recommend that you look for another operator who could assist you. This was an unexpected situation outside of our control. It was not an attempt to mislead you or charge you more. We are a serious and reliable company, and many of our other reviews reflect the effort, responsibility, and care we put into every service. We sincerely apologize for the inconvenience caused.
