Hello dear vrijeshb2023, Thanks for sharing your valuable opinion! The happy Gringo Team is satisfied with your motivational comment to keep working with the same purpose for our clients. Of course, our tour guide of Machu Picchu, Ruben is impeccable with his job. He is good at showing up his culture, especially with the history of the Incas and all the tour guides at Happy Gringo company speak the native language which is Quechua and we are sure, they translate the history from Quechua to English. Very glad that you had a lifetime trip and thanks for choosing us! Happy Gringo Tours!

Dear Rin, Thank you for taking time to share your thoughts. We do apologise for the inconvinience. However, to share our side of story, you did book the tour in July for travelling in the month of August. As per our communication, we did request you to send us your passport details to secure your bookings to enter Machu Picchu citadel. According to local law, a copy of passport is a must for booking entrance and the original passport must be carried by travellers on the day of the tour. We tried reaching you on several occasions, advising you that due to peak season tickets were quickly being sold out and that you send us a copy of your passport. However, you never responded to our messages and emails. Having no other option, we used the information that you provided whilst booking through Viator and paid and got a non-refundable tentative tickets for you which was subject to confirmation on producing your original passport. When you were in our office you decided to cancel the tou in the last minute and claimed for a full refund which is practically impossible especially 10 hours before departure as we had already got the transport, train tickets, accommodations, guide servie, food and entrance tickets arranged for you. And all these are non-refundable, especially when cancelled hours before departure. When our representative tried to explain this to you you were quite upset and abusive. We tried our best to calm you but you simply marched out of our office and shouted and threathened that you will be writing reviews. Sadly, as explained things were out of hands as the bookings are processed by govenment authorities. Once again, we do feel sorry that you had to go through all these. We wish you a safe and pleasant trip ahead. Regards, Patricia.

Hello dear client, We highly regret the miscommunication that took place during your trip to Machu Picchu! We would like to look into the situation in depth, this way we can do an investigation of your case and give you a proper response, for this reason we would like to request some more information such as your full name and your booking reference with us to: atencionalcliente@happygringotours.com This action is critical to provide the best experience and service. We will be looking forward your kind response! Warm regards, Happy Gringo Team!