Dear Mr. Preus,
We appreciate your feedback and would like to take this opportunity to clarify the situation.
Your travel program was confirmed and fully paid in October 2024, with your itinerary carefully arranged based on the details you provided, including your departure from San José. On the day of your arrival, January 16th, you requested to make last-minute changes to your itinerary, including an additional night in Monteverde and a transfer to Liberia instead of San José.
As we explained at the time, per the terms and conditions you signed upon final payment (35 days prior to arrival), changes to existing reservations were no longer possible without incurring additional costs. This is because all services, including hotels and transfers, had already been paid to our providers.
You also confirmed that it was you who changed your departure airport, not the airline. While we understand that you had an urgent commitment back in the U.S., these changes were made on your end after all arrangements had been finalized.
Your travel agent, who has worked with us for several years, was fully aware of and agreed to our terms and conditions. As you know, your itinerary was booked and confirmed in October 2024 for travel in January 2025. While you were in the country, we accommodated a request to reschedule one of your tours to the following day and even arranged to return an item you had left behind during a transferâboth as a courtesy.
However, when you decided to change your departure airport at the last minute, we explained that modifications to your itinerary, including hotel and transfer adjustments, could not be made without additional costs. This is standard practice, as our agreements with hotels and transportation providers require advance payments and do not allow last-minute reallocations. Despite this, you threatened legal action in an attempt to bypass policies that were clearly outlined and agreed upon.
We have been in business for over 25 years, providing travelers with high-quality experiences at competitive prices. Everything promised to you since October was delivered as agreed. It is unfortunate when individuals attempt to use their profession to pressure service providers into making exceptions that go against contractual agreements.
We take pride in our transparency and commitment to customer satisfaction. While we regret that you were dissatisfied with our policies, they are in place to ensure fairness for both travelers and our valued partners.