We paid for a couple of tours and was booked to go horse riding due to the first tour returning late we couldn't go horse riding and was told the refund will be in our account within 7 days. it's now been over 3 weeks and no one is willing to deal with our issue, We booked with their agent at at Lara by wyndham ( Ulas ) lovely guy but honestly i would not book through them again.
Dear Guest, We have read your review and would like to clarify the situation. We are the service provider and operator of the tours. We work with many hotels and large incoming travel agencies, providing them with various tours and activities for their guests. Therefore, it is possible for an agency to sell a tour to a customer while we are the company responsible for operating the actual tour. However, your booking was not made directly with our company. You purchased the tour through the agency located at the Wyndham Hotel in Lara. The agency then works with us as the local service provider. We have checked our records and there is no direct booking under your name in our online system. Therefore, the payment you made and the refund you were promised are matters between you and the agency from which you purchased the tour. We do not have control over the agency's payment or refund process. Our business is to provide and operate tours. We work with numerous hotels and major incoming agencies, and we are responsible for delivering the services that are booked with us through these partners. However, we cannot be held responsible for a refund that was promised by an agency to its customer. We kindly ask you to contact the agency where you purchased the tour regarding your refund. As this booking was not made directly with our company and the issue described in your review concerns the agency's refund process, we respectfully ask you to remove this review from our Tripadvisor page. If there was any issue with a tour actually operated by our company, we would be more than happy to investigate it and assist you. Thank you for your understanding.
