I reserved a tour from Buenos Aires to Colonia del Sacramento well ahead of time, using a platform that facilitated the booking. We received a voucher indicating it was not the actual ticket and that we needed to collect the ticket at boarding. However, upon arriving at the designated location and presenting all the necessary information, there was no ticket or reservation under our name. As a result, we were denied boarding and completely missed the tour. Our travel plans were built around this tour, which ultimately went to waste. It's unclear whether: • the platform only provided a "reservation" without issuing tickets, or • there was a miscommunication with the operator. We received no guidance on how or where to collect the tickets, nor who to contact. My previous experiences with the platform included timely communication from guides, but that did not occur this time. The voucher was ineffective, and the reservation felt nonexistent. Additionally, we were in a foreign country, faced communication barriers, and encountered unwelcoming treatment on-site. Even then, our request for a refund was declined. Another major issue was the timing: The voucher stated boarding was at 8:30 am, recommending arrival an hour earlier. We arrived at 7:40 am, within the advised timeframe, only to find that boarding had already taken place. This inconsistency in information is unacceptable. The tour process is poorly communicated, lacks intuitive guidance, and there is insufficient on-site support, leaving consumers feeling abandoned. We lost a whole day of travel, along with the money spent, for a reservation made months prior that was not honored. Given these issues, I am requesting: • a full refund of the amount paid, • and a formal explanation regarding our reservation. Consumers deserve respect and responsibility when it comes to tourism services.
Claim your business profile now and gain access to all features and respond to customer reviews.
