We are four traveling school teachers, visiting Guatemala for the first time. This $520 USD day trip was the thing we were most excited about, and was our Christmas present to ourselves. We booked it over a month ago and counted down the days. Instead, thanks to Viator and Guate Tour by Nelson, our trip was ruined. The day I arrived in Guatemala, Dec. 22, I messaged the tour operator in the Viator app to confirm our address. He said they’d be happy to pick us up there. To show you the nature of our communications, my reply was:  I got multiple, detailed messages that we would be picked up at 6 am on Dec. 26 at our apartment. The night before, at 8:30 pm on Christmas, as we were going through the packing list, making sandwiches for the next day, and preparing for an early night, I received one line in the Viator App - the only place we had communicated - that, “Pick up is 5:30.” I said to my group that this didn’t sound like the person who had been texting me, and I wondered why the message was so abrupt and the time changed so last minute. I sent a message in the app asking for clarification. That message was not answered, so we decided we needed to be ready for 5:30 am, and we got up at 4:30 am. At 4:55 am, I began getting abusive messages from the tour operator, saying we were uneducated, imbalanced jerks who used bad language, and he wouldn’t serve us. I wrote that I had no idea what the message was talking about and we’d never used bad language - ALL communications had been through the Viator app and only through the Viator app. At 5:11 am, I requested urgent help from Viator, explaining the awful messages I’d gotten, but also giving the benefit of the doubt, saying maybe his phone had been hacked or he had us mixed up with someone else. We said we were upset but still willing to take the trip. The Viator operator told us to call the tour operator directly, and gave us the phone number. He also told us to be sure we were in the designated spot, so we couldn’t be blamed. We did everything we were told and provided loads of documentation of what was happening. I continued to try to communicate through the Viator app that there was clearly a misunderstanding. My husband called Nelson several times and also sent texts, explaining that we were still waiting outside in the rain at our pick up location (for almost an hour), hoping there was a mixup and our trip was still happening. Nelson did not answer the calls. Nelson later said we were lying and we were drunk and trying to cover up “what we did.” He sent screenshots of a WhatsApp chat he was having with someone else at exactly the same time I messaged him in the Viator App, asking for clarification on the pick up time. We had no idea any of this had happened until the next day, because it was not my phone number. In the WhatsApp chat stream, he had sent the same message he’d already sent me in the Viator app, a few minutes after he’d messaged through Viator. The person replied with a series of dirty words that didn’t even make sense (and were misspelled). Instead of texting back in the Viator app to ask for my number, realizing that clearly this wasn’t me, literally ONE MINUTE after he got the first dirty text he messaged that person to say our trip was canceled and he wouldn’t work with people like us. Zero effort to verify anything or to come back to the chat we’d already been having in the Viator app. Had he messaged back in the app, or even answered his phone the next morning, we could have cleared up the misunderstanding and had our trip. Instead, he continued to say we were lying - even after we’d sent my contact card for WhatsApp, showing it was one digit different than the person he’d been messaging. He repeated that he wouldn’t serve us “so you can claim your refund.” I was left heartbroken and sobbing. When I followed up with Viator, expecting a full refund, they first told us we couldn’t have any refund, and then that we could only have 50%. We did not cancel and were ready and waiting at the agreed upon spot. Despite being called names and treated rudely, we were the ones trying to smooth things over, allowing for a “misunderstanding.” Viator also asked me to provide the same evidence I’d already shared over and over again through their helpline and emails. I have booked through Viator for many years, thinking there was some customer protection, but I will not make that mistake again. We would have been much better off going into any of the tour shops in Antigua to find a good fit. Instead, we have lost hundreds of dollars and we’re extremely upset and disappointed that we will not see Lake Atitlan and that we were treated this way. This has been a truly horrific experience. It’s terrible that someone sent Nelson nasty texts, but given that we’d had a series of pleasant, professional texts, and that I was texting him in the Viator app AT THE SAME TIME, his impulsive, instantaneous, enraged response in WhatsApp and name-calling in the Viator app was unprofessional and completely out of line. It would have taken very little effort to clear up that the WhatsApp number was one digit off my actual number and that the messages were clearly not from the same person he’d been communicating with.

Be prepared with dinner good walking shoes, external battery and a full day of adventure. Carolina was my tour guide who was very professional, patient and knew of the hidden gems you might not get on just a standard tour. Aaron was the driver for the he was also professional and highlighted safety strong the commute. I'm so glad to have the opportunity to visit a hobbit park with so many areas to have a photo shoot. There's lots of hills so so owce yourself but the views are breathtaking overlooking the countryside and back drop of the volcanos. There are many vendors where you can purchase directly one of a kind handmade souvenirs. Later Carolina took me down to another adventure style park where we had pizza. This had to be one of bestexperiences for solo travelers, group travelers and families. Check out the pictures and sign up it is worth the cost which for the price you get more value for that's priceless. Cheers

due to a hurricane, I had to move my trip a week back not only they accommodate me via WhatsApp they stay in constant contact with me throughout the trip to make sure I arrived to Guatemala safe. they pick me up all the way in Guatemala city and made me and My Husband feel like Shannon the whole entire day, talking to us about Guatemalan culture and politics. Carolina is incredible guy. He takes amazing pictures and accommodates the guest as of the park were hers. She knows how to medicate each park flawlessly before you start. She also adjust some preferences. I felt first class the whole day with her.

The views were breathtaking and our tour guide Carolina was the best. Carolina made the experience extra special with her attention to detail and wonderful photography skills. She also shared the history of every location we traveled to.

We visited Guatemala for a short period and wanted to see as much as possible. The 4 day tour brings you to a few of the highlights that Guatemala has to offer, doing this by car gives you an impression of the different landscapes that you will encounter. From mountaintops to beautiful preserved jungle, Mayan culture and historic places this tour hade it all. Our guide and driver , Nelson Armando, has an excellent track record and was really great to be with. His knowledge about the landscape, maya history and nature was really a big bonus and gave us a lot extra information about all the things we did see. Although it’s all quite a ride it’s bringing you to a swim in Semuc Champey, the island Flores, a beautiful sunset at Tikal, a great morning tour in Tikal , a boottrip on the rio Dulce , going true mangroves, all the way to Livingston, the very good preserved Estela’s at Quirigua. To much to mention here. We would advise to book this trip yourself to have this experience and emerge yourself in the Guatemalan flow.

What an amazing hike! We were doing a full transit Panama Canal cruise with a stop in Porto Quetzal. The ship’s excursions didn’t sound very interesting so I looked at what Viator had to offer. I found the Pacaya Volcano Adventure and signed us up. Nelson met us outside the ship and took us to the van. The ride up to the base of Pacaya is beautiful. Once there we met our guide Roberto. He was great! I mentioned we had seen a You Tube video with Mark Wiens eating pizza on a volcano. He called ahead and made our reservations. The hike was amazing. Roberto stopped frequently to point out interesting sights. We also had the option to go by horseback but we wanted the exercise. Just passed the caldera is the pizza. It’s freshly made and cooked in the rocks of the volcano. While we sat eating a nearby volcano began erupting. It was surreal to sit up there and watch! A short downhill hike from there and we were back to the van. The hike is about four miles total. The van took us back to the ship with plenty of time to spare. There is nothing we would change about our day. I would highly recommend this tour company and this excursion!

Nelson and Carolina picked me up from my hotel on time and it was a smooth ride to our destination. Carolina was an amazing tour guide. She made sure that I had plenty pictures taken. It was a good day! Thank you again.

If you would like to know and see spectacular museums, to know the city Armando is the person to guide you with professionalism, bilingual and knowledgeable. These places are amazing to discover and have a great time.

Antigua an amazing and magical town. I was looking a last minute tour to go to Altamira Antigua to take an Instagram picture. After a couple of days searching I found this wonderful excursion. Started at 8 m and finished at 1 pm. I recommend to bring water, a light jacket, hiking boots or good tennis shoes, camera and ready to explore. Armando got to the hotel on time,always communicating with me, he is very knowledgeable, telling us about Antigua history, traditions, and festivals while walking to Cerro de la Cruz ( no vendor food) only crafts. Second stop Hobbitenango, beautiful view, restaurants, bar and a lot of things to do. Third stop Altamira Antigua the place we took our amazing Instagram picture with restaurants and bar. What a great experience. Having a Bilingual person was a plus. One of my concern was not feeling secure to be around, but he exceeds all my expectations and I strongly recommend Armando for any tour.