Response from Host, May 2025

We appreciate you sharing your experience. We sincerely regret the delay and frustration caused by the failure to pick up at the scheduled time. We fully understand how frustrating it can be to wait without clear information. We sincerely apologize for this unexpected inconvenience. Unfortunately, on occasion unforeseen logistical problems can occur that affect transfers. We contacted you as soon as we became aware of the situation and are pleased that you have accepted our proposition to make the tour on an alternative date. We sincerely hope that you will enjoy your rescheduled experience. Our goal is to provide quality service and we are very sorry that this incident affected your start. We are working internally to review our transfer coordination protocols to minimize the possibility of similar situations recurring in the future. We appreciate your understanding and look forward to providing you with a much more positive experience on your next excursion date.

Response from Host, Apr 2025

We sincerely appreciate your feedback regarding your visit to the impressive Ahu Tongariki. We are happy to hear that you enjoyed the beauty of the site, especially the sunrise experience. We deeply regret that the tour experience did not meet your expectations, particularly concerning the duration, the inclusion of breakfast, and the information provided by our guide. We have taken note of your observations regarding the difficulty in hearing the explanation due to vehicle noise and the guide's diction, as well as the reduced time at the site and the absence of the breakfast promised in the Viator tour description. We fully understand your frustration with this situation and acknowledge that the tour description was not accurate. For this reason, we have contacted you to offer a partial refund as a token of our sincere apologies for the inconvenience caused and the incorrect information provided. We are thoroughly reviewing the information for our tours on different platforms to ensure that all details, including duration and inclusions, are accurate and faithfully reflect the service we offer. We are also reinforcing the training of our guides to improve the clarity of their explanations and time management during tours. We greatly value your comments, as they provide us with the opportunity to improve our services and ensure that future experiences meet the standards our customers expect. We hope that, despite these inconveniences, you retain good memories of the majesty of Ahu Tongariki. If you have any other questions or require further assistance, please do not hesitate to contact us.