Formentera 4X4 Tour of Secret Corners in Land Rover Defender

This review is a seriously misleading account of what happened, and we will not allow an inaccurate version of events to damage the reputation of our company or the professionalism of our team. The facts are very simple. Your shared tour was scheduled to depart at 10:30 AM. You received a reminder beforehand clearly stating that you needed to arrive a few minutes early and that, because this is a shared tour, we cannot hold the departure for guests who arrive late. You nevertheless chose a ferry scheduled to arrive in Formentera at exactly 10:30 AM, the same time your tour was due to start. That decision left no margin whatsoever for a ferry delay, disembarkation or reaching the meeting point. The consequences of choosing such a tight connection cannot reasonably be transferred to our company, our guide or the other guests who arrived on time. Even so, our guide waited for you for more than 10 minutes, delaying the departure for the rest of the group. During that time, we called you repeatedly from two different phone numbers and sent you several messages. You did not answer the calls. You did not reply to the messages. You did not inform us that your ferry was delayed. You only contacted us at 11:05 AM, more than 30 minutes after the scheduled departure time. Yet your review attempts to turn your own late arrival and lack of communication into a customer-service failure on our part. That is simply not an accurate representation of what occurred. Your statement that we “refused to disclose the guide’s location” is equally misleading. By the time you finally contacted us, the tour had already left La Savina and was progressing through the itinerary, including rural and mountain roads. You had already missed part of the experience. We explained this to you and advised that paying for a taxi across the island to join only the final part of the tour would most likely mean spending additional money for a significantly reduced experience. That was not us refusing to help you. It was us giving you honest and practical advice. And despite your late arrival, despite receiving no warning from you and despite our unsuccessful attempts to contact you, we still offered to coordinate with the guide and send you the location of the third stop so that you could meet the group there. We also offered to give you recommendations and sightseeing tips for Formentera so that you could still enjoy your day on the island. So the suggestion in this review that you were offered “no refund, help or empathy” is particularly unfair when our team made repeated efforts to assist you after you had already missed the scheduled departure. Regarding the refund, GetYourGuide reviewed the circumstances and did not issue one. That is because this was not a cancellation by the operator. The tour operated as scheduled. The guide was present. The other guests arrived on time. The service was provided. You simply did not arrive at the agreed time. A shared excursion is not a private chauffeur service that can be paused, rerouted or reorganized whenever one guest arrives late. If you miss a bus, a ferry, a flight departure, a medical appointment or any other scheduled service because you arrive too late, the responsibility lies with the person who arrived late, not with the service provider and not with the other customers who arrived on time. The same principle applies here. What we find particularly disappointing is that after our guide waited for you, our team repeatedly tried to reach you, we offered you a possible way to join later and even tried to help you make alternative plans for the day, you then threatened to contact GetYourGuide and leave a negative review when we explained that the situation was considered a no-show. And that is exactly what has now happened. We take genuine customer-service complaints extremely seriously, and when we make a mistake, we take responsibility for it. But we will not accept responsibility for a guest arriving more than 30 minutes late without warning, nor will we accept an inaccurate public account suggesting that our team refused to help when the evidence shows precisely the opposite. Our guides work hard, our guests who arrive on time deserve to have their schedules respected, and our company should not be publicly blamed for circumstances caused by a guest’s own late arrival. The failure to participate was the result of your late arrival, not a failure on the part of Into The Island.