サニービーチからの塩湖と泥風呂エクスカーション

Dear Guest, Thank you for sharing your feedback. We are sorry that your visit to the Pink Lakes and Salt Lakes did not meet your expectations. We would like to clarify a few points regarding the costs and what is included in our excursion. The entrance fee to the Salt Lakes is indeed approximately €5 when visiting independently. However, the Guest Experiences excursion is not simply an entrance ticket. The price includes hotel pick-up, organized transportation, a professional driver, guide service during the trip, assistance from a guide inside the Salt Lake area, and free photographs from the experience, which are later provided through a Google Drive link. Guests also have the possibility to leave their personal belongings safely in the vehicle while visiting the lakes. The changing cabins at the Salt Lakes are completely free of charge. The shower facilities are available for an additional fee, and this is clearly mentioned in the excursion information before booking. Of course, everyone is welcome to visit the Pink Lakes and Salt Lakes independently by renting a car or taking a taxi. Our excursion is designed for guests who prefer the convenience of organized transport, guidance, assistance, and additional services without having to arrange the journey themselves. Regarding the cleanliness of some of the pools and the unfortunate sight you mentioned, we understand your concern. The maintenance of the Salt Lake area itself is managed by the local facility and is outside our direct control, but feedback like this is important and should certainly be taken seriously by the operators. Thank you again for your comments. We are sorry that the overall experience was not what you expected, and we appreciate the opportunity to clarify what is included in our excursion. Kind regards, Guest Experiences Team

Dear Guest, Thank you for taking the time to share your experience. We are genuinely sorry that the situation surrounding your booking caused frustration and that you ultimately did not join the excursion. We would, however, like to clarify a few important points. There had indeed been a double booking, and after one reservation was cancelled, the remaining booking was unfortunately not visible correctly in our system. We received your phone call at approximately 09:45, and by around 09:50 a driver was already in front of your hotel. Because we wanted to resolve the situation immediately, we offered to provide the excursion privately for your family at no additional cost. When the vehicle arrived, you expressed concerns that it would not be suitable for four adults. The driver explained that the vehicle is designed for up to six passengers plus the driver, but we completely understood your concern and apologized for the inconvenience. We also offered to look for a larger vehicle. Unfortunately, the conversation became increasingly tense. Despite several attempts to find a solution and our final offer to operate the excursion privately, the communication remained very difficult. At that point, the driver decided that it would not be appropriate to continue the excursion under those circumstances. We are sincerely sorry that the situation reached this point. It is never our intention for a guest to feel disappointed, and we certainly acknowledge that the booking-system issue should not have happened. At the same time, we would respectfully point out that you did not actually participate in the Salt Lakes and Mud Baths Excursion offered by our company. Your later visit was organized independently with a rental car and therefore represents a different experience from our excursion, which includes organized transportation and service. We are glad that you were nevertheless able to visit the Salt Lakes and enjoy your day there. We only wish that the communication that morning had developed differently, as our intention from the moment we received your call was to find an immediate solution and make sure your family could still enjoy the excursion. We apologize again for the booking inconvenience and wish you and your family all the best. Kind regards, Guest Experiences Team