Privétransfer van Puerto Viejo naar San José of luchthaven (SJO)

Thank you for your review. We were surprised to read your comments, especially given that none of these concerns were mentioned during or immediately after your transfer. In fact, we maintained active communication with you throughout the service, beginning with a phone call prior to the transfer where we personally explained the need to change routes due to a road closure caused by severe weather and landslide risk. At that point, you had direct access to our team and were fully informed of the situation. Because you had already called us, you knew we were immediately available to assist with any issues. That’s why it is concerning that this is the first time we are hearing about alleged problems with the driver’s routing decisions, not during the transfer, not afterward, but only now through a public review. Unfortunately, bringing up this kind of issue long after the service has been completed limits our ability to respond in real time and undermines the opportunity for constructive resolution. Even after the transfer, we stayed in touch with you via messaging, and you never once mentioned that the driver was taking incorrect or closed routes. The only observation made was that the driver did not use GPS. However, in Costa Rica, a small country with a very familiar and well-traveled road network, experienced drivers often rely on their local knowledge rather than GPS apps, which can sometimes misrepresent real-time road conditions in rural or weather-affected areas. The absence of GPS use alone does not constitute a service failure. As for the delayed arrival, this was fully explained and transparently communicated in advance. The original route was closed due to landslides, and we were left with only one safe alternative, a longer road that inevitably extended the travel time. We did not leave you stranded, nor did we ask you to wait for the road to reopen (which, to be clear, happened the following morning at 8:00 AM). Our top priority was to ensure your safe and timely arrival, even if that meant absorbing additional costs for fuel, extended driver hours, and overall travel time. We did all of this at no additional charge to you, with the goal of fulfilling the service you had originally contracted. Despite these efforts, you submitted a refund request citing “weather reasons.” As we previously explained, weather is an external factor entirely beyond our control, and as such, does not qualify for compensation or refund under our policy. If the concern had been about the driver’s performance, we would have evaluated that internally, as driver behavior is something we can take responsibility for. However, no such complaint was brought to our attention at the time. That said, we appreciate your feedback and have initiated an internal review of the service provided, as part of our ongoing commitment to improve our operations. We sincerely hope that, in the future, any concerns you may have during a service are communicated directly and promptly, so that we can address them in the moment, when it matters most.

thank you for having taken our services, we look forward to seeing you soon, best regards

124 / 5000 Translation results Thank you for your contribution, the comments drive us to serve our visitors better and better. We will be waiting for you