We are so glad you enjoyed your time in Costa Rica. The cooler weather truly took all of us by surprise this year. Unfortunately, northern cold fronts have been influencing our climate more than usual, creating unexpected temperature changes across the country. January and February in Costa Rica is typically hot and dry, but this season has been quite different. That said, one of the unique aspects of traveling here is experiencing multiple microclimates in a single journey — from cool, misty cloud forests at higher elevations to warm beaches at sea level. For that reason, it is always wise to pack a combination of clothing, from light layers and warmer items to a swimsuit. We truly appreciate your feedback and will incorporate your comment into our “What to Bring” recommendations for future travelers. Thank you again for traveling with us — it was a pleasure to host you.

Dear Mr. Victor, Thank you for taking the time to share your reflections following your return home. We are genuinely sorry to read that your overall perception of the journey differs so significantly from the experience reported during your stay in Costa Rica. Given the seriousness of your statements, we would like to respond clearly, factually, and respectfully. This response is based on: * The agreed itinerary and written confirmations * WhatsApp communications during travel * Reports from guides and hotel staff * Operational records and time-stamped actions 1. Planning Process & Scope of Services Your journey was planned over the course of nearly one year. During that time: * You researched and selected experiences. * We discussed in detail what was physically possible and what was not. * Adjustments were made based on your stated mobility capacity and medical condition. * All services were confirmed in writing prior to travel. The program delivered was consistent with the agreed itinerary. 2. Hotel – Restaurant Availability The selected hotel operates on a breakfast-only basis, which is standard for many properties in Costa Rica. This was reflected in the confirmed program. Important clarifications: * The hotel is located in an area with multiple nearby restaurants. * Food delivery options are available to rooms. * You did not request a hotel with an on-site lunch/dinner restaurant as a mandatory requirement during planning. Despite this, our guide personally accompanied you for meals. On one occasion, we provided an additional guide service (not originally included) so you could be taken to dinner as a gesture of goodwill. This additional service is documented in the operational records and agreement. 3. Room Assignment & Noise Upon your report of noise from technical equipment: * The hotel immediately arranged a room change. * The relocation was executed promptly. * This was handled as a courtesy and resolved during your stay. No further complaint regarding the room location was recorded after the change. 4. Medical Equipment – IV Stand & Installation We acknowledge that the IV support stand was not inside the room upon your late-night arrival. However, the following occurred: * The support stand was purchased and delivered to reception the next morning before 10:00 am. * Our guide had already been instructed to collect and install it. * During our direct phone call, you were informed it was available. * A photo of the purchased stand was sent to you for confirmation. The guide was authorized to accompany you to purchase an alternative model if required, at our expense. By the time you returned from tour that day: * You had been relocated to the new room. * The IV stand was installed. * The hose system was arranged as requested. * The leak issue had been resolved. All of this occurred within less than 24 hours of notification. It is important to clarify that highly specialized medical equipment installation falls outside standard hotel infrastructure. Nevertheless, both our team and the hotel went beyond typical scope to accommodate your needs. 5. Communication & Availability It is inaccurate to state that you lacked access to us. * You had all emergency and operational contacts weeks before travel. * You communicated directly with your guide daily. * When you requested phone contact, calls were returned immediately. * Time zone difference was used advantageously to resolve issues early in the morning Costa Rica time. There is documented continuous communication. At no time were we informed during the stay that you felt the experience was an “ordeal.” 6. Guide Conduct We take allegations of inappropriate language extremely seriously. Our guides are certified professionals with experience in accessible tourism. During the trip: * No formal complaint was raised regarding discriminatory or insensitive comments. * Our team reports that feedback received directly from you was positive. * Photographic records show you participating comfortably in activities. If any comment was perceived as inappropriate, we sincerely regret the perception. However, based on reports and records, we have no evidence of intentional disrespect. 7. Activities & Experiences The 5-senses experience and museum visits were selected in alignment with: * Your mobility parameters * Your previously expressed interest in non-mass tourism experiences * Your stated preference to avoid crowded, highly tourist-oriented locations Adjustments were also made during the trip to accommodate your preferences: * When road closures occurred, we reorganized logistics. * We changed the cable car experience location. * We repurchased Poás Volcano entrance tickets to adjust dates. * We provided flexibility beyond original structure. Weather conditions at Poás are outside operator control. 8. On-Site Complaints Throughout the duration of the journey: * No formal written complaint was submitted. * No request for major itinerary redesign was received. * All raised issues were addressed in real time. * Solutions were implemented immediately when communicated. Had the level of dissatisfaction expressed in your post-trip email been communicated during travel, we would have escalated and redesigned accordingly. 9. Financial & Contractual Position All contracted services were delivered in time and form. In addition: * Additional guide services were provided at no charge. * Medical equipment was purchased and covered by us. * Itinerary adjustments were executed to accommodate requests. Based on: The signed agreement, the delivered services, the documented real-time resolutions, the absence of on-site escalation. We cannot conclude that contractual obligations were not fulfilled. 10. Final Statement We firmly believe in the right of every person, regardless of ability, to experience travel with dignity. Your case involved complex and highly individualized medical requirements that most conventional operators do not undertake. We accepted the responsibility because inclusion is a core value of our company. We regret that your retrospective perception does not reflect the extensive efforts made before and during your stay. Sincerely, Stephanie Sheehy Owner IL VIAGGIO TRAVEL

Dear Soni, Your words truly touch our hearts. Thank you for trusting us with such a meaningful journey. It was an absolute honor to be part of your “vacation of a lifetime.” Knowing that Costa Rica, its beauty, and its people left you with unforgettable memories is the greatest reward we could receive. At IL VIAGGIO, we believe travel is about more than destinations — it is about dignity, joy, connection, and the right for everyone to experience the world fully. Being able to share Costa Rica with you in that way means everything to us. You will always have a home here. With gratitude and warmest regards, Stephanie & The IL VIAGGIO Team