Responsible Travel S.A.

Dear Daniela,
Thank you very much for your feedback on your travel to Chile. While we are very happy to know that you had an unforgettable time enjoying Chile, its history, diverse culture and amazing scenery, I am surprised that you were not happy with my services. We worked together on this trip, to make it fit your requirements, wishes and budget in the best possible way. You asked me to include full day hikes, which I did, as well as approved all hotels (and rooms) and some of the activities as shared tours. Please note that I work a lot with golden agers, and many of them are vivid hikers completing the Desolation Pass Hike and other hikes in Chile without any problem, therefore after sending you the respective descriptions (3 hours ascent – 8 hours hike in total) I followed your request and included these hikes in your program. I am very sorry to hear that you could not complete the hike, as it is an amazing experience, but understand that you had to terminate the tour early. I always strive to organize all trips in a way to provide the best possible experience for all travelers, and I am sad to learn that I did not completely achieve this goal for your group. Nevertheless, I hope that you could enjoy most of your experiences and that you took a lot of unforgettable memories from wonderful Chile back home.

Kind regards,
Riwal

Dear Luminita,
Thank you very much for your feedback on your travel to Chile. While we are very happy to know that you had an unforgettable time enjoying Chile, its history, diverse culture, and amazing scenery, I am surprised that you were not happy with my services. We worked together on this trip, to make it fit your requirements, wishes and budget in the best possible way. You asked me to include full day hikes, which I did, as well as approved all hotels (and rooms) and some of the activities as shared tours. Please note that I work a lot with golden agers, and many of them are vivid hikers completing the Desolation Pass Hike and other hikes in Chile without any problem, therefore after sending you the respective descriptions (3 hours ascent – 8 hours hike in total) I followed your request and included these hikes in your program. I am very sorry to hear that you could not complete the hike, as it is an amazing experience, but understand that you had to terminate the tour early. I always strive to organize all trips in a way to provide the best possible experience for all travelers, and I am sad to learn that I did not completely achieve this goal for your group. Nevertheless, I hope that you enjoyed most of your experiences and that you took a lot of unforgettable memories from wonderful Chile back home.

Sincerely,
Riwal

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!