Unpleasant surprise. We had booked with guide in French and nothing was contradicted until payment. Our voucher clearly states the guide in French. On arrival in stopover the tour operator announces that since we are that two French there visit will be in English to take or leave with refund. On a 9-hour stopover difficult to find anything else. No commercial gesture offered, a refund but no visit.
事業者からの返答
Nous vous remercions d'avoir partagé votre retour d'expérience et nous sommes sincèrement désolés que la visite n'ait pas répondu à vos attentes concernant la langue du guide.
Nous comprenons parfaitement votre déception. La confirmation d'un guide francophone dans votre voucher n'a effectivement pas été respectée sur place par notre partenaire local. Nous présentons toutes nos excuses pour cette mauvaise surprise et la situation inconfortable dans laquelle cela vous a placé lors de votre escale.
Comme vous le mentionnez, notre représentant local vous a immédiatement proposé, dès le début de l'excursion, une solution : un remboursement intégral si vous décidiez de ne pas participer à la visite en anglais. Comprendant la contrainte de temps de votre escale, vous avez choisi de participer à la visite malgré cette modification.
Étant donné que le service (la visite) a finalement été fourni, bien que dans une langue différente de celle initialement prévue, et que l'option de remboursement immédiat a été déclinée, nous ne sommes pas en mesure de procéder à un remboursement a posteriori.
avec lui pour éviter qu'une telle situation ne se reproduise.
Nous regrettons que cette expérience ait entaché votre visite et espérons avoir l'occasion de vous offrir un service parfaitement conforme à vos attentes à l'avenir.
Cordialement,
L'équipe
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Ronald_G
January 30, 2025 · via Viator
our God was good, but...
our God was good, but unfortunately, she said the PA system was not working so it’s difficult to hear her as she did not face the back of the bus for a lot of her commentary. Saw a lot. Traffic was heavy, but we got back to this ship in the allotted time
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rmcdermont
May 11, 2023 · via Viator
Good tour bu still waiting from the photos
Jesus was a great guide showed us places to we might not have seen with someone els.
He took photos and videos said he would send then on but we have not received them ?
1人が参考になったと回答
事業者からの返答
We did send your photos.
Perhaps ther are in your "spam folder".
Please share the date of your tour and we will resend them to you.
E
Emma_C
January 20, 2023 · via Viator
Great small group tour
Easy way to explore Acapulco. Poncho was a great tour guide and shared much knowledge with us. Nice small group which was great.
T
t5825db
December 19, 2022 · via Tripadvisor
Great local Acapulco tour. Just make sure you hit the keys stops.
I love using local guides in a smaller group setting to get a more authentic and off the main beaten path tour. Jesus and Mario were great Acapulco guides that provided interesting info with insights while taking us to spectacular locations! Additionally that took pictures on their own and provided google docs links to us with a nice personalized video the next day.
I would have rated the tour higher but we missed out on a key stop that day (silver shop) where we were suppose to get our free drinks. We had plenty of time to do this event but it was omitted and I did not catch until after the tour. There was a point where Jesus asked me if I "wanted a sip of beer" but that didn't seem to be the correct approach or clear way to eliminate a stop with freebies for the entire bus if that is what happened.
Also from an administrative / clarity standpoint...the 4 hour tour leaves at 10am from just outside the cruise port while the 6 hour tour (with lunch option) leaves at 9am. The start time was confusing on the emailed tour ticket and it wasn't clarified well in multiple follow-up emails. Thus we had to wait an hour for our tour to start.
Enjoy!
事業者からの返答
Thank you for your detailed feedback and for choosing our Acapulco tour! We're thrilled Jesus and Mario provided such an authentic experience with their local insights, spectacular locations, and the special touch of photos/videos - this is exactly the immersive experience we aim to create.
We sincerely apologize for the missed silver shop stop and any confusion regarding the beer offer - this doesn't meet our standards for clear communication. Your feedback helps us improve, and we've already addressed this with our team to ensure all advertised stops are honored.
Regarding the scheduling confusion, we appreciate you bringing this to our attention. We're reviewing our email templates to make start times more prominent and will implement clearer confirmation procedures.
We'd love the opportunity to welcome you back - please reach out to us directly at [email/phone] so we can offer you a special discount on a future tour to make up for these oversights. Thank you for helping us improve!
8
819minervaa
June 5, 2022 · via Tripadvisor
Excellent
Loved the tour of the city. Our tour Guides: Mario & Jesus were very knowledgeable. Enjoyed every moment
事業者からの返答
Thank you for your wonderful feedback! We're thrilled you loved exploring the city with Mario and Jesús - their passion for sharing Acapulco's hidden gems truly makes our tours special. It's fantastic to hear you enjoyed every moment of the experience!*
*We'll be sure to share your kind words with them - this recognition means the world to our team. Hope to welcome you back soon for more discoveries! Perhaps next time we can show you [suggest another tour/activity]?*
¡Hasta pronto! #RealAcapulco
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Ram_B
March 8, 2022 · via Viator
Great Tour at a Reasonable Price
Excellent tour. Jose, the English speaking guide provide amazing tidbits of Acapulco glorious past. Think about Tarzan, John Wayne, Diego Rivera, etc
The best part of the tour is the in between anecdotes between the major attractions. Seeing the everyday life of the citizens was interesting.
This tour covers a lot of area in a short period of time. Great lunch (not included in the price) was wonderful.
Highly recommended.
N
Newlife2121
January 22, 2022 · via Tripadvisor
Excellent Experience
Highly recommend this company for any excursion you are interested in. I did the city tour which was really great! The views and people were beyond beautiful. My tour guide was very knowledgeable. I used this company for additional transportation services too. All the guys were really great and friendly, would DEFINITELY use again!
事業者からの返答
Thank you so much for your glowing recommendation! We’re delighted to hear that you enjoyed the city tour—the stunning views, our knowledgeable guide, and the friendly team made your experience memorable. It’s wonderful to know you also had a great experience with our transportation services. We truly appreciate your trust in us and can’t wait to welcome you back for your next adventure in Acapulco!
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Robert_N
November 6, 2019 · via Viator
Acapulco
Great tour! Small group which was great. Cliff divers were spectacular!! Would go see them again. Tour guide was great.
事業者からの返答
Dear DDNear We are happy and proud you had enjoyed our services. Muchas gracias!
LUPITA
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Raulcasanova
June 22, 2019 · via Tripadvisor
Wooooooow
Well, good treatment and respectful in your services thank you for the treatment you gave me health respect and trust is the term I can give you
1人が参考になったと回答
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