レビューの始めに、私たちが手にしたガイドはどれも本当に素晴らしかったと言っておきたいと思います。みんな知識が豊富で親切でこれ以上頼もしくありませんでしたツアーで困ったのは、まずアグアス・カリエンテスの駅に出迎えてくれる人がいないこと。電話で応対したツアー会社と契約しようとしても20分ほど経っても、Viatorのチャットには出てくれず、ホテルの誰かが現れた。どのホテルに行くか知らされていなかったので、自力で歩いて行くわけにはいきませんでした。ホテル、プカラ・マチュピチュに着いたら、予約通りに3部屋あるはずなのに、2部屋しか与えられなかった。1部屋は4人家族用で、ツインベッドが3台ありました。帰りの電車で、座席が割り当てられ、グループは分かれました。彼らは、2歳児を見知らぬ人全員と家族から数テーブル離れて座り、5歳児を見知らぬ人と1人でテーブルに座らせるように割り当てた。このような状況を避けるために、アップグレードされた列車とホテルに支払いました。今度やるなら一緒にツアーを予約するけど、電車は自分でホテルに予約する。ホテルや電車に乗る価値が なかったのは確かだ
主催者からの返信 · flycuscoperu
Dear Cameron,
Thank you very much for taking the time to share your experience. We are delighted to hear that you enjoyed the service provided by our guides and that you highlighted their knowledge, kindness, and professionalism. Comments like yours are a great recognition of our team's efforts.
At the same time, we sincerely regret the inconveniences you experienced during your trip. We would like to clarify a few aspects of your review to provide additional context. Upon your arrival in Aguas Calientes, our guide was waiting for you at the train station exit, as was explained several times during the briefing provided by your guide in the Sacred Valley. We understand that arrivals can sometimes be confusing due to the large number of passengers and visitors arriving at the same time.
Regarding the room arrangements, these were coordinated and confirmed in advance with the lead traveler on the reservation. As part of our standard procedure, we contact our guests after receiving the booking to verify accommodation details, and the room allocation provided was based on the information that was requested and confirmed.
As for the train seating, seats are assigned directly by the train company according to their availability and operational procedures. However, we completely understand your concern, especially when traveling with young children, and we agree that families should be seated together whenever possible.
We sincerely appreciate your feedback, as it helps us continue improving our processes and coordination with our service providers. We also thank you for your kind words about our guides, who work hard every day to create memorable experiences for our visitors.
Kind regards,
Fly Cusco Peru Team