LAM
Unresponsive company that actually listened eventually
January 24 - Following my 1 star review, I exchanged emails with both the Destination Specialist and the Owner/Founder. They did not offer excuses, but apologized and sought to understand and address the problem. I feel confident that changes made by the leadership team will reduce the likelihood of my experience being repeated. I truly appreciate people who accept responsibility for their actions and work to improve. When I weight my experience with the company - initial conversations narrowing down options, erratic then no communication, great follow up after the review and care by management for their personnel and the client - I have to give 3 stars. I may even give them a second chance at my business and hopefully they will earn 5 stars. January 13 - Unresponsive company. I reached out to plan a trip to the Galapagos. The Destination Specialist was helpful when we connected, but communication was erratic. After a few exchanges, I received no more responses to my queries either from the Destination Specialist or the company itself. Moving on to more helpful people.
Response from Vaya AdventuresJan 17, 2025
Thank you for taking the time to share your feedback. Consistent communication is a top priority for us, and we truly regret that your experience with our company did not meet your expectations. We strive to provide every one of our travelers – and potential travelers – with attentive and reliable service, and we will be reviewing our communication processes to ensure this doesn’t happen again. If you’re open to it, we would appreciate the opportunity to connect with you directly to better understand what went wrong and to make things right. With your name, we’ll be able to see who worked with you and why there was a breakdown in communication. Thank you again for your feedback, and we hope to have the chance to restore your trust in us in the future.