Here is a formal letter detailing your disappointing experience with Panatraslados Tour Agency:
[Your Name]
[Your Address]
[City, Country]
[Email Address]
[Date]
Panatraslados Tour Agency
[Agency Address]
[City, Country]
Dear Sir/Madam,
I am writing to express my disappointment and frustration with the tour services provided by Panatraslados Tour Agency during my recent visit to Panama City.
On Jan. 31 my group of six and I booked a tour with your agency through Viator. Unfortunately, our experience was marred by several issues.
Firstly, the pickup was delayed by half an hour, which was not only inconvenient but also caused unnecessary stress. Furthermore, it became apparent that there was a miscommunication between your agency and Viator regarding the tour details.
According to our contract, we were expecting a specialized guide. However, the guide provided did not have an itinerary and seemed to be acting solely as a driver. His attitude was unprofessional, and communication was difficult due to his limited English proficiency.
During the tour, we visited the old town in Panama City and stopped at a church. However, the guide disappeared for 20-30 minutes, leaving us waiting in the sweltering heat of 88 degrees. We had to contact your office to request that they call the guide to return to the group.
Moreover, we were expecting to visit the causeway as part of the tour, but the guide refused to take us there, claiming it was not included in the itinerary. However, we had confirmation from Viator that the causeway was indeed part of the tour. We were willing to pay for the admission, but the guide refused to accommodate our request.
As the leader of my group, I was embarrassed by the poor service provided by your agency. This tour was the highlight of our vacation, and it was disappointing to have it marred by such issues.
I hope that you will take our complaints seriously and take necessary steps to improve your services. I would appreciate a response regarding this matter.
I am requesting a full REFUND of this tour.
Ответ от хоста
Feb 2025
Good morning
Thank you for your letter,
We are very sorry for your dissatisfaction, however, that is why in our tours we maintain the professionalism that characterizes us and we take photos of each experience lived with the client which remains in our reservation.
We are sure that we maintained constant communication with you via WhatsApp long before picking you up and we were exact and punctual in all the tours that were promised to you on the platform. As the manager, I always maintain communication with the drivers and guides of the points to visit, to guarantee the route and the exact times of your tour.
The weather in Panama is hot, we cannot do anything about that weather situation when you called us and told us that it was under sun on the walk in the old city, in some places it is difficult to find parking but we manage to make you get to know the city, in short, situations beyond our control sometimes play against us. Regards