Costa rica family vacation - 6-day itinerary, Costa Rica - Apr 12 - Apr 21, 2019

Traveler: Joao M. - Local specialist: Adriana Prado

Adriana has been always of great support, before the trip. During the trip, however, she was mostly absent (perhaps due to the holiday season?).

During the trip, and on Adriana's absence, we got reactions via whatsapp from another member of the team (also called Adriana), who was, first, unaware of our location (we always had planned to go to Montezuma, and then take the ferry to Puntarenas; she left me me a voice message saying DO NOT take the ferry... to then say 'oh, I didn't know you were in Montezuma, in which case you must take the ferry'); and, then, on the last day, just before heading back to the airport, told me I should take the car to the car rental agency instead of leaving it in the airport (as per the information in the voucher). I didn't have a problem with leaving the car there but I do have a problem with a travel agency associate telling me I should be the one calling the car rental and wait for them to answer back! So much for the value of hiring a travel agency...

On the catamaran trip, we got charged 1 extra child because the tour operator only had 3 children on the record (and I said multiple times it was always 4 children). I didn't complain, because Adriana went far and beyond to ensure we had a surprise birthday cake on board - and for that I'm very grateful, as my friend was not expecting that and felt very happy. Thank you.

Next time: if you have clients heading to the Santa Tereza / Montezuma area by car with kids, you should make sure they understand the roads pretty much everyone are gravel (not pavement), and there's only 1 gas station in the entire area.

Adriana Prado profile photo
Adriana Prado, local specialist, responded to this review:

Hello Joao,
Thank you very much for all your feedback. I heard from Adriana J. that she misunderstood your location at the phone. The Santa Teresa and Montezuma part of your trip was arranged on your own and that is the reason why it was not shown on Adriana's reports. We took immediate action to correct this in our reservations system. Regarding the car drop off, Adriana J. provided you with an audio that included the exact location of the car rental office by the Airport, so that you could... read more

Hello Joao,
Thank you very much for all your feedback. I heard from Adriana J. that she misunderstood your location at the phone. The Santa Teresa and Montezuma part of your trip was arranged on your own and that is the reason why it was not shown on Adriana's reports. We took immediate action to correct this in our reservations system. Regarding the car drop off, Adriana J. provided you with an audio that included the exact location of the car rental office by the Airport, so that you could enter it yourself correctly in your navigation app. We also took action on this since last week so that all vouchers show drop off locations instead of just the main Airport terminal.
I will immediately communicate with the catamaran company in order to find out what happened and will get back to you shortly.
Best regards,
Adriana Prado