Arenal Volcano Full-Day Combo Tour with Lunch and Dinner

First of all, we would like to thank you for choosing our services. On the other hand, we don’t appreciate the fact that you placed a 1-star review for something you were completely responsible for. Just by reading the title of your review, it is very evident that you did not show on time at the meeting point of your tour (your responsibility); and even if you would have hypothetically contacted the tour director on time on the day of the tour, you were arriving late at the meeting point anyways! Just to be clear, we did call you to let you know we were waiting for you but didn’t receive any answer; in any case, our maximum waiting time is 10 minutes past the scheduled pickup time, we waited for you 13 minutes, and then we had to leave because we cannot make the other punctual travelers wait because of your delay. If you did not realize San Jose was 1.5 - 2 hours away from your hotel, that is totally out of our hands, because we sent you a message with the specific pick-up time and place OVER A WEEK before your tour date, which we consider enough time for you to do your own research (as most travelers do), to find out how long it would take you to get there in order to determine if this tour works for you and if not, all you had to do was cancel the tour (very simple). We cannot assume that you wouldn’t be ok traveling that distance to the meeting point, because we receive a lot of bookings from that specific hotel and never had a complaint about the distance, I guess because those travelers have done their homework to be aware of everything involved before booking a tour that departs from a different town. You are blaming us for the distance between your hotel and the meeting point, but, did you ask us about this distance? No, you didn’t. Granted, how are we supposed to guess what type of information you need if you didn’t ask? The reason we consider this an unfair review is because we did everything correctly on our side since the beginning, by answering your booking on time, by providing the confirmed pick up time and meeting point days ahead; by trying to communicate with you during your delay, and also by waiting for you for over 10 minutes past the set pickup time of your tour, which is our maximum waiting time. Even though it is evident, I have to mention that we have been working very hard in the past years in order for our tours to have an excellent rating thanks to the great service we provide, and of course, we respect a low rating review if we make any type of mistake that deserves a low qualification; but in this case, we consider this review unfair, due to the unnecessary excuses you are using to justify something that was your responsibility and out of our hands.