Hi! Tammi Many thanks for your feedback, its help us to keep improving our service.
I disagree with your comments because the are not through at all and let me to explain all the details.
First: You bought a rainbow mountain tour in shared services NOT IN PRIVATE SERVICE.
Therefore, we must treat all our passengers in the same way. We offer pick-up from your hotel/hostel or airbnb. The fact that you have been staying in a 4-star hotel does not imply that we give you any preference. We make a pick-up schedule from according to the distances but not to the category of hotel / hostel or airbnb.
Second: You did the tour in a pandemic, we did not increase our price and we respect the distance, there were only 10 people in a 21-person van, after the tour the bus is disinfected with a suitable gas, the gas used for disinfection is strong and It will be used in the middle of the route, it would give them burning in the eyes, reactions in their skin, etc.
Third: Your briefing was scheduled at 7:00 p.m. we sent you this information 2 days before, just 5 hours before you told us that you would arrive in Cusco at 22:30 p.m. from Machu Picchu, I offered you a WhatsApp call to explain You did not answer the email, then I sent you an email with all guidelines of where you found the bathrooms, how much was the entrance, where you find horse and rent, etc.
Fourth: The tour takes place in a small town in Cusco, it is a hike to the mountain, so it is recommended to bring snacks, bottles of water, it is not recommended to eat much in the morning due to the cold, as you indicated, since this can cause problems. stomach we offer the typical hotel breakfast local bread, tea, coffee, milk, fruit salad, butter, jam, etc.
Our big apologize for everything.. This review just help us to keep improving our service and become more and more profesional with every clientes.