My passport was stolen. While the airline allowed me to modify dates while I got a new passport. This travel agency did not make an exception to modify the dates by two days. I did have a police report stating what happened. But this agency said my value was lost
Operator response
Dear guest, we understand your frustration, but we would like to clarify some important points. You contacted us only two days after the scheduled date of the tour. We are always active answering messages, and at the time of booking you are also provided with a direct phone number for any emergency. Furthermore, it is an official Tripadvisor policy that guests must inform us in advance of any issues, either the day before or on the same day of the tour, so we can assist.
In this case, it was not possible to offer a refund or reschedule, since it was a basic promotional tour and we had already incurred operational expenses. We kindly ask for consideration, as our company always fulfills the service and logistics promised. Tripadvisor values genuine guest experiences, but it is also important to note that when reservation policies from both us and Tripadvisor are not followed, it is not fair to leave negative comments that do not reflect the real service provided.
