Lead Adventures

Dear Gladys, Thank you for sharing your feedback on your recent trip to Colombia. We appreciate your insights, and we would like to address some of the concerns you've raised. Before your arrival, we provided comprehensive information about the hotels and activities included in your itinerary. We understand that there were unforeseen changes, such as the driver making a change without informing us. Despite this, emergency contact numbers were available to ensure your assistance at all times. Upon your arrival at the hotel, unfortunately, you were unable to access and verify the services we had confirmed with you before your trip. When we inquired about the hotel, the pictures you sent us only captured the exterior, and you expressed concerns that it did not match the hotel you had initially confirmed. In an effort to offer you a more convenient location closer to the old town of Bogota, we selected an alternative hotel, allowing you greater freedom for self-exploration. We deeply regret any negative impressions resulting from this change and understand the inconvenience caused, including the no-show at the initial hotel. To address the situation, we extended an apology and offered a 50% refund for the amount you had paid for the new hotel. Regrettably, this offer was initially declined. Subsequently, in our attempt to resolve the matter, we engaged with Tour Radar. It was brought to our attention that you reported not having received the full amount. Acknowledging the misunderstanding, we promptly processed and sent you the full refund. Regarding the Gold Museum visit, we acknowledge that it is closed on Mondays. Our guide should have provided alternative options, and we regret any misunderstanding that may have arisen from this situation. It was not our intention to create the impression that we were taking money from you. Additionally, it's worth noting that throughout your trip, you primarily communicated with one dedicated contact from our office. She assured you that your drivers and guides would be readily available for any inquiries or modifications during your journey. She was also the individual who clarified that the activity you referenced (Guatape), listed in the overview of your services voucher, was not included in the comprehensive activity list on Tour Radar's description. Furthermore, she conveyed that the timing for this particular trip on the requested day was not feasible, despite your persistence in seeking it. It's noteworthy that, ultimately, you did not participate in the city tour in Cartagena. Initially, you opted for an alternative activity of your choice, and on the following day, the tour was foregone due to your friend's health condition, which is completely understandable. However, this situation marked another instance of a no-show on our end.

Thanks for choosing us. We are so glad you enjoy your day with Patricio. Hope you come back soon and share more adventures. Lead Adventures Team.