Terrible experience Hi Rasmina,Thank you very much for your feedback! We appreciate... read more constructive criticism whenever we get the chance to improve. However, after speaking with the team, I have come to the conclusion that a 'terrible experience' is somewhat harsh and makes us a bit sad in the fact that we went out of our way to accommodate your requests. After getting a one person booking, our team reached our a few times saying we run on a two person minimum and unless there was a two person booking we would issue a refund for the payment made. The team sent out an email at 12pm the day before the tour (hours after the booking and tour the next day) asking if there was a second person on the the tour. We heard back hours later (around 7pm) with the fact that your credit card was not working and so you asked us if there was a way to pay in person. We had our team do a briefing at your requested hotel at 9pm and finished close to 10pm before finalizing payment and arranging everything for the tour that started in less then 6 hours time. We purchased Machu Picchu entrance tickets, train tickets, and were able to arrange an entire private transport for you and the second traveler. At the briefing, you were informed that the pick up transfer was purely a transfer pick up and drop off as it was full day Machu Picchu tour. Pick up time was at 4:00am, however you and the second traveler were not ready until 4:20am and so once we got to the train station your had missed your train due to the delay. Although most companies would have given the tour as a "No Show" we went ahead and paid for 50% percent of the train ticket for a mistake that as a result of the tardiness. As for the fact of passing you from 'one person to the next who didn't speak english' is completely inaccurate. You spoke with myself, Hiltom, Jeff, and Noah, all who speak perfect english. The only person who had broken English was the guide in Machu Picchu. The team in Cusco had done a complete briefing before the start of your tour in perfect English. As far as the guide in Machu Picchu, our usual guides were already booked with our other travelers. So we found one of our Spanish speaking guides that also spoke somewhat english and did the tour for you (given we had 5hours to plan for the trip). Again, we apologies for the fact you feel like you had a bad experience with us, however, we asked multiple times to issue a refund earlier in the day before the tour started and it wasn't until 10pm that you asked us to plan for a tour that started at 4am the next morning. We will do our best to not take such late requests and go out of our way to make our customers happy as it may affect the quality service we provide all of our customers. Thank you and happy travels! read less
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