Thank you for your feedback, Becky. We are disappointed to hear that your recent trip didn’t exceed expectations. That is always our goal at Reefs to Rockies. Our reputation for exceeding expectations is the reason your travel companions have booked multiple trips with us in the past. In your group of 6 travelers, there were 4 different itineraries that had to be planned after the original trip was booked and confirmed. While that’s not an excuse, it does highlight the fact that there were a lot moving parts when scheduling this trip. We do recognize that there were a couple of missteps on pick up times with drivers, as well as an operational change to the whale watching tour start time that was missed when preparing your final travel documents. It’s important to note that no services were missed during your trip. Every service that was booked was delivered unless someone voluntarily opted out of the activity. We were, in fact, regularly in contact with our local partner to make sure details were being taken care of during your trip including a request on Sept 11 when we learned about the change in the whale watching start time. This is the email we sent right away after hearing about this and the response we received: From R2R: “We just received a message from Elena stating that the whale watch center told them they were late when they arrived at 8:30 am which is what is stated on the final documents you sent. In person, they were told they had to be there by 8 am. We need someone from Futurismo to reach out to them with an explanation. They were moved to a Zodiac instead of the larger boat and Marja was not able to join due to back issues and now she isn't able to go snorkeling. They also want to verify what size boat they will be on for the Pico Island tour. Please get with Operations and reconfirm that everything that is scheduled is valid for timing. Here is a link to Elena’s mobile itinerary and Lisa’s mobile itinerary to crosscheck since they have the longest trips. Thank you in advance for clarifying the issue with timing and reconfirming all other details.” From Futurismo: “Hello Sheridan, Thank you for the information. I’ve reviewed the other schedules, and they are all correct. This was my mistake as we had to reschedule some of the boat trips due to logistics, and I missed this one. However, as stated in the description, the type of vessel depends on the number of passengers. So there was always a chance they would go on a zodiac, and I haven’t received any information indicating that any passenger was unable to participate due to the type of vessel. I was informed that our team contacted them, and asked them to arrive earlier, and they arrived on time for the activity. One person chose not to participate, and another opted for a whale-watching activity instead due to the vessel type. The vessel we have at Pico is a 28-seat zodiac. Are they ok with this?” We also followed the possible strike with the local airline closely and suggested the group not change their travel plans based on a “threat” of a strike. That was a good recommendation since an agreement was reached and no changes to your itinerary were needed. When I spoke on the phone with the lead point of contact for your trip about the strike on Sept 12, I mentioned that times had been reconfirmed on our end. We try to limit email communication during a trip so you can enjoy your time away. We now understand this made you feel as though we were not communicative on your behalf. We never received notice about a flight cancellation. When we asked for more information, we were told it was a flight delay, not a cancellation. While airline schedule changes can be incredibly frustrating, they are completely beyond our control. Your driver that day was told to arrive at 8:25. We are glad you were able to connect with him with the contact number provided to you prior to departure for the transfer that day. We reached out again to Futurismo to clarify what happened on your day of departure per your trip review and restated our disappointment with the issues that happened along the way. This is their response to that question and the other issues you mention. “We’ve worked with this partner for a long time and rarely encounter issues. However, in this case, there was indeed a failure—not a delay, as the driver actually arrived early. The itinerary stated 09:10, but the driver arrived at 09:00. What the driver communicated to the clients has already been reported to the partner. He should not have rushed the clients, and there was no risk of missing any connections. We do not support rushed services that compromise the client experience. We also received feedback from one of the clients you sent, and we promptly addressed the issue with our partner, making it clear that such behavior is unacceptable. Regarding the whale watching incident, that was my responsibility. Our front-office team contacted the clients in advance to confirm the correct time for the trip, and fortunately, they were able to attend. I believe the most important thing is that they made it to the trip. As for the final transfer, it was scheduled for 8:25 with our partner, and we had no indication of any issues. We received confirmation that everything went smoothly, and this is the first time we're hearing about this concern. The flight was not cancelled but delayed. As soon as we became aware of the delay, my colleague Rita contacted the clients to inform them and provide guidance on how to proceed. Carlos and I are both part of upper management, and we are committed to resolving these issues. We will continue working closely with our local partners to ensure that the service meets the expected standards in the future.” We sincerely hope that you see that we were checking in on your behalf throughout your trip. We’ve worked with Futurismo for years and have never had issues such as these. We have to trust that our local partners will provide the same level of service we do once the trip starts. We value your feedback and have already connected with all parties involved to make sure missteps like these aren’t repeated. Thank you again for bringing this to our attention.