BUYER BEWARE!!
Be very careful booking with this company.
I booked a day trip weeks ago thru a third party company.
Live Folks NEVER reached out to us to confirm any details even though they had our cell phone and email info. I was told we would get a confirmation my 8pm the night before the trip. Never received it so I contacted them directly but it was after hours by then. By the time they got back to me the next day, the trip had left and we missed out. They never picked us up. And then they refused to refund ANY of our money. They said they reached out to me thru a website that I don’t even have an account with.
Be VERY careful using this company. There are many other choices out there
Operator response
Hello Joshua, thanks for the opportunity to respond to your false claim and review, as you stated that you were going to work with Tripadvisor /Viator to get a refund since you booked directly with them, we can imagine that it did not work out as planned, as we did everything to provide you with the best customer services and experience you deserve. Therefore, you used this as a last resort to try to tarnish our good image and reputation. Your 1-star review is due to the fact, you did not select a hotel pick-up at the time of your booking or 48 hours later, instead you wrote “I will contact the supplier” which you never did, even after we have sent you an email asking for your hotel name for pick-up purposes.
Your review is a distorted version of what really happened and the support you received from us on WhatsApp chat. We believe in Clear and Honest communication; therefore, our tours contain all the necessary information that travelers need to know before and after their booking was made, and we add relevant information in the vouchers as a reminder. We do that for bookings that occur directly on our website, customer service and through travel partners, therefore our information is the same everywhere.
We indeed contacted you on March 24th at 10:30 a.m. as a courtesy to you, since it is only the travelers ‘obligation to indicate their hotel name at the time of the booking or 48 hours afterwards. We sent you this email:
Dear Customer,
This is a notification to let you know that we have noticed that no Hotel information was provided at the time of the booking and not followed by the 48 hours after the booking was made. There is a note that "I will contact the Supplier later", up until now we have not been contacted by you at all. This is a notification to let you know, we will not be able to pick you up as we do not know where you are staying, therefore you will not be included for pick-up for this tour, and this will be a NO Show without a refund. Remember it is the traveler's obligation to provide their pick-up location and hotel during their booking or 48 hours after the booking. This is a courtesy to you, if by 2 p.m. today, Panama time, you don´t contact us through this booking channel, you will have missed your chance to be part of this tour with no right to a REFUND.
When you finally contacted us on, WhatsApp around 8:56 a.m., the same day of the tour, March 25th, stating this “We are still waiting to be picked up. Is there a problem?”, we then asked you to provide us with your booking number and name in order to identify you. Once we were able to locate your booking and identify you, we proceed to inform you that we did not get a response from you asking about your hotel, since we did not have that information, you could not be scheduled for pick-up, and the tour already left at 8:00 a.m. and we informed you that no refund was possible as we stated in our email and since you booked directly through TripAdvisor /Viator you should seek further support from them.
You asked us to send you send you someone to pick you up at the Santa Maria hotel, which is located near the Airport, we said no, since you booked a shared and not a private tour. Then you said this: If you aren’t willing to issue the refund, then I will indeed work with TripAdvisor to get one and also make sure that our review reflects our experience. To which we reply: Like I mentioned earlier further support is with Viator /Tripadvisor. You have the right to review your experience with us and we have an opportunity to respond.
Once again, we thank you and it is unfortunate that we were not able to serve you due to no fault of our own and thank you for the opportunity to provide you with further support.
