Brian
Poor customer service
While we had a great trip and amazing guides the trip could have been better. We were not listed to as we were planning our trip. I feel the owner has his own ideas and did not take the time to listen to us and learn what we really wanted from this trip. He was unwilling to give is an itimized agenda with costs. I feel the trip could have been even better if they worked with us.
Response from Andean DiscoveryOct 6, 2025
Dear Brian, Thank you for your review. I’m glad you had a great trip and that the guides were amazing. I’m sorry you felt unheard during the planning process. To provide context, we worked with Tonya, who I understand was your point of contact, throughout the pre-departure phase. From booking in September 2024 through departure in September 2025, the itinerary was refined five times in response to Tonya's and the group’s preferences and requests. Our goal remains to balance personalized experiences with transparent planning, and I wish we’d had more direct conversation with you, personally, during the pre-departure phase. Regarding cost breakdowns, as a tour operator we receive discounted wholesale rates from hotels, airlines, and other partners. These rates are confidential due to contractual obligations with our providers, and we’re not able to disclose them. I understand you were hoping for a fully itemized upfront agenda, and I apologize for any inconvenience this may cause. We're open to continuing the conversation, kindly contact us anytime at [email protected] or 617-927-9787. Thank you again for traveling with us and for your valuable feedback. Kind regards, Andean Discovery Travel Team