Francisco Torres

Dear James,
Thank you very much for your feedback. We appreciate your opinion and always strive to improve our services.
When you told us about your experience during the transfer, we contacted the local operator and some of the other passengers, and they told us that another car hit the side mirror of the van and that later the drivers exchanged their insurance information. I am sure that the sound of the other car hitting the mirror caused an uncomfortable moment, and I apologize for that. I understand that you decided to walk the final distance to the hotel, while the other passengers continued with the van, as it was still completely functional, but we also offered you a private transfer to finish the way.
While you were happy with the hotel itself, it seems you did not connect with the staff and felt that the staff did not treat you the way you expected. We are very surprised to hear that, as we always receive good to excellent reviews about the hotel, including especially the staff, but we take your feedback seriously and have asked the hotel to revise and, where necessary, improve the quality of their customer service.
When the first tour, a stargazing tour at night, was cancelled due to bad weather (you would not have seen much with the night sky covered by clouds) it was rescheduled for the next night. Nevertheless, as you cancelled everything in the morning, unfortunately you could not enjoy the tour then.
You are right about the second tour, the guide who had been confirmed for that tour had to cancel due to an accident, and the guide that replaced him at such short notice did not speak English. We apologize for the inconvenience this caused you, and while you made the trip, we understand that the tour with a Spanish-speaking guide was not what you booked, and we made a full refund of the tour price. Still, you decided not to go on with the rest of the program, which was completely organized, including your excursion to Valparaiso with one of our guides. Of course, we tried to recover as much as possible from the payments made to the different service providers (hotels, guides, transportation), but being a no-show/last-minute cancellation, I am afraid the amount recovered was less than you hoped for.
We are very sad that you decided not to go on with your trip, as we are convinced you would have enjoyed it very much, as so many travelers who leave their feedback here. Nevertheless, we are glad to know you did make it to Valparaiso and had an amazing start to the new year there!

Hi Claire,

Thank you so much for taking the time to leave a review — I really appreciate it. Your feedback means a lot to me, and it helps other travelers feel confident when planning their trips.

I’m very glad to hear that Ignacio, Tarengi, Jennifer, and your driver on Easter Island all took good care of you. We work with them because they truly love what they do, and it’s wonderful to know you enjoyed your experience with each of them.

If you ever decide to visit Chile again or explore another part of South America, I’d be very happy to help you plan your next adventure.

I am also taking note of what you shared about our tour to orongo volcano in easter island.

Warm regards,
Francisco

Hi Valerie,

Wow — thank you so much for this wonderful 5-star review! 🌟
I’m truly happy to know that you and your husband had such a great experience exploring Chile from north to south. It was a real pleasure helping you plan this trip and making sure everything went smoothly along the way.

I’m also thrilled to hear that you enjoyed all the hotels and tours — especially La Yegua Loca and Estancia La Península, two of my favorites here in Patagonia! Your kind words mean a lot to me and to our entire team at Responsible Travel.

I really hope we can work together again for your next adventure — maybe another beautiful corner of South America!

Warm regards,
Francisco

Hello Chandru,

Thank you so much for taking the time to share your feedback and for choosing us for your trip to Chile. I’m very happy to hear that you had a great experience with Pamela — she is an essential part of our team and leads the client care and trip operations side, ensuring everything runs smoothly on the ground.

During October, I was assisting other traveler groups visiting Chile, so Pamela was the one personally supporting your trip from start to finish. I’m really glad to know that you felt well taken care of and enjoyed the service provided by our guides and drivers, especially Ángel and Eduardo.

We truly appreciate your kind words and your trust in Responsible Travel and kimkim. I hope that we’ll have the opportunity to plan another wonderful adventure with you in the future — perhaps exploring a different region of Chile or South America next time!

Warm regards,
Francisco

Hi Carolyn,
Thanks so much for this beautiful review! :)
The team and I are happy that you had such an amazing time in Chile and Argentina! Whenever you're ready for your next adventure, I would be more than happy to help with a new unforgettable experience.
Best wishes from the longest country in the world,
Francisco