Dear Yen ( sunhils2023) , thank you so much for taking the time to share your experience with us, we truly appreciate the feedback. We strive to ensure that our services and trips are at their highest standard, so I’m disappointed to read your experience, so I had a look into absolutely all the details in your booking in order to fix this problem. Since the very first email, we have explain several times clear conditions of the share trips, where the minimum participants to guarantee the trip is 3 persons, and if there are less than 3 persons, it will be charged as private trip and the balance needed to be paid. We even mention another dates where the shared trips were already confirmed (as this is low season) so you would not have to pay the extra for private trip. However, knowing both the condition and another confirm date, you still booked your own departure date without leaving any notes. Furthermore, some days before the trips we also informed you that we have another guest joining the trip so you would not have to pay for private trip, but you choose to cancel instead. Feel free to reach out to me directly by email if you have additional information to share. Best Regards Norberto Rodríguez Sánchez General Manager

Hello Laura, Thank you for taking time to write about your dissatisfaction. For the last 4 months, tourism industry have been in an unprecedented situation. Therefore for everyone’s benefit, we had to adapt our term and condition, following the recommendations of the association of Travel Agencies and Operators in Indonesia. Following our normal term and condition, cancelation before the trip means penalty or totally no refund, depends on the cancelation period. With the adapted term and condition, our customer does not lose their payment, since we will issued a credit note (voucher with value) for the customer, to be used by our customer, family member or friends. On the other hand, we can keep the economy and business active in Indonesia, where due to COVID, it has been much affected. We have applied the same term and condition to all of our customers and 99% of them have understood perfectly. Some use the chance to upgrade their itinerary, some are checking better options for hotels, and some already looking for dates for the next year. In any case, if the customer can not come in 2021, we simply ask the customer to contact us again next year to review the case with them without any problem. By accepting the voucher system, our customer also have help to save the tourism sector. And for that, we cannot thank our customer enough for their understanding. We always have good reviews from customer because we are always on their side, also in this time. I am confident that once the condition is better, our customer and/or their family and friends can come and enjoy the well-deserved trip. We are always replying your travel companion Fernando, every single questions since we start organising this trip for you, we were there always, we are now, and we will be once this pandemic is over, and you can do this great trip to see the Orangutans in the forest of Kalimantan. Wishing you well. Melysa Charlex - CEO of Come2indonesia

Dear Fmoreno21 Thank you very much for your comments, we have being showing the best of the wildlife of Borneo since 2008, and we are happy that our guests love it here too! Hope to have you in another adventure with come2indonesia in the future! Best Regards Norberto Rodriguez