Costa Rica Trip.
We began planning our trip in August. The communication between me and our planner was excellent. He considered our dreams and set up our trip. We tweaked several of the items and finalized on a Itinerary.
Because our flight back home was at 9am, we decided to add an additional day to the trip and stay at a hotel near the San Jose airport (with an airport shuttle). Since we didn't need to arrive in San Jose at a specific time and since the itinerary stated that (direct quote) "With private transfers, pick-up times are flexible, so you can set the departure time whenever you like" we requested a 5pm pickup and planned a private excursion for that afternoon.
We were then informed "5.00 pm is a bit late, especially because we do not recommend taking transfers in the evening hours, but let me double-check with operations." I let the planner know that we can cancel our excursion, but we needed to know. A few days later we were informed that our pickup time for the transfer back to San Jose was approved.
The first few days of our trip was good. The weather didn't cooperate and our hotel in Monteverde lost power for 14 hours. They did an awesome job in spite of the issues.
The main issues with the trip occurred after arriving in Manuel Antonio. Our first tour was cancelled at the last minute. This meant we didn't have time to set up another tour.
On our last day, we had our independent kayak tour. When we returned to the hotel, we had enough time for a cold shower and to pick up something to tide us until we arrived in San Jose. The transport scheduled never arrived.
No one answered the emergency line and the transport company had no record of the pickup.
After about 45 minutes, I send a message through the trip chat. We were finally contacted by the local agency representative and told the transfer was not organized. We were finally picked up about 90 minutes after we were supposed to be.
We requested compensation for the final transfer but were told "we provided the service even though it was outside the recommended travel hours, so unfortunately, compensation does not apply in this case". It seems though advertised that "pick-up times are flexible, so you can set the departure time whenever you like" this is not true. It was also extremely stressful not to be able to contact someone in case of an emergency.
Because of the issues we had our final two days, I would not recommend KimKim. The tour as planned fit our needs, but the cancellation of one tour, the failure to set up the transport for the final day and the fact WE COULDN'T REACH ANYONE on the Emergency line means I wouldn't trust relying on this company.
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