tracey
Costa Rica Wildlife Adventure 16th…
Costa Rica Wildlife Adventure 16th March Good communication & app prior to departure. Good accommodation. However, local agents lets it down. They totally forgot to organise our transfer on the 1st day, meaning we missed our connecting transfer boat, and therefore our afternoon excursion. They stated the transfer was running late when in fact the driver said it had not been booked. They never even called to check we had managed to get to our destination. Apparently Pura were aware of the situation but did not reach out?? Few other small issues. Would not use company again.
Response from Pura AventuraAug 24, 2026
Hello Tracy, Thank you for taking the time to share your feedback. We’re very sorry to hear that your arrival experience in Tortuguero fell short of expectations. We completely understand how frustrating and disappointing this must have been. While we were trying to fully understand the situation with our local partners at the time, we do recognise that we should have reached out to you directly sooner. The transfer was booked well in advance and the account you were given locally does not match our records, so we were trying to understand what had happened. Communication could have been better on our side, and this is something we will work to tighten up within both our team and local partners moving forward. While we appreciate that this impacted your first day at the lodge, we’re pleased that the remainder of your holiday was able to get back on track and that you were still able to enjoy and complete all of the planned activities and excursions thereafter. We’re especially sorry to hear that this experience has left you feeling unable to travel with us again. While we understand your disappointment, we do appreciate you taking the time to provide honest feedback, it really matters. We would love the opportunity to be able to discuss how we could put this right and we would welcome a call to discuss this at your convenience. Please feel free to reach out to us at [email protected] or via telephone on 01273676712.