We were picked up very close to our hotel
The trip was NOT guided
There was NO english
The guide did NO explaining or oversight
The guide said on arrival to Laguna 69 he would gather the group and explain the Color, history etc on arrival at the top
The only concerns he stressed were we MUST be done by 15:00
He bragged about his 45 min record on getting to the top
We drove home in a big tour bus... so hot did not put on a/c. He spent his time secured in the front with the driver, a few people were hit with bags that were not properly secured.
We arrived late, it was dark, the guide literally said his day was done and we had to leave
No one knew where they were and we expressed concern. We expected to be returned to the pickup location
We were travelling alone. One women was in tears as she was alone.
It took 1 hour to get home, our phones died as the day was so long
It was unsafe
We were never told we would not be returned to our original pick up location
Very disappointed with Viator. I have used them numerous times.... will need to consider other operators
事業者からの返答
Good day. I consider to respond clearly and detailed as professional manner NOT overestimating or underestimating the services or tourists treatment. in this case, these tours are offered in group where starts picking up on hotels at 5am, while first passenger gets bored in the bus as it goes aroudn the hotels or the last passenger gets bored waiting for the bus at hotel lobby. in the way as its 6am to 8am (stop in basic restaurant for toilets) guide does not speak in the way in bus as passengers go sleeping.
To start the trek around 9am the guide goes front of the group for one hour almost flat area, the second hour the guide goes intermediate of the group as some passengers are slow and some are fast, in the third hour final guide goes behind of the group with last slow trekkers, sometimes altitud sick passengers, finallly after to dispose slow passengers the guide gets to the lake so fast to get the first passengers enjoying the beautiful lake, and inform the passengers to back the same way and faster trekkers can go ahead the same way and the guide goes with the last passenger at all time.
with this explanation I mean, the guide is mostly to take care everyone and not to keep walking togheter under presure or speaking at all times, so the guide and services are to passengers let free to enjoy their walking, and guide can not go explaining or talking and keep to the group in one.
BACK TO HUARAZ, from trail head, the guide makes sure for everybody and tell passengers the direct drive, arriving to Huaraz at 7pm. its not any reason to get late and dark, and let the passengers to sleep as after 5 hours trekking are exausted and need to sleep with not disturb, once arriving to Huaraz, the drop-off point is center of the city in Huaraz, its not hotel dropoff as many passengers need to have dinner in downtown.
for the tour the information is clear that we use 29 passengers minibus. only in private services we use according passengers fix car, the guide speaks basic english as to help english tourists, only on private services we use fluent speaking english guides.
NOTE: in this response also I am explaning clear as its shown in viator information part, being honest and clear from our company side. as traveler who I am too, we must inform or give feedback the real situation and be emphatetic.
POSTSCRIPT
our company will investigate and will improve over this situation concerning the feedback and additional explination of the tour to Lake 69
this two versions are so helpful for the next trekkers to this wonderful lake 69.
Thanks to everybody reading feedbaks and slect confident honest tour operators