We sincerely regret the inconveniences you experienced during your recent tour with us. We appreciate your honesty in pointing out the issues you encountered, as it helps us identify areas for improvement. We understand that the delay in reaching Tulum, rushed explanations, and the lack of suitable food significantly impacted your experience, and for that, we want to offer our most sincere apologies.
We have conducted an internal investigation to understand what occurred, and we will take immediate steps to address each of the issues you mentioned. We are committed to improving our service and ensuring that situations like these do not happen again in the future.
We fully grasp the importance of time and service quality during a tour, and we regret not meeting your expectations on this occasion. We want to somehow compensate for the inconvenience you experienced and are internally reviewing our processes to ensure a smoother and more satisfying experience in the future.
We appreciate your feedback and hope to have the opportunity to regain your trust in the future. If you have more details you'd like to share or if there's anything we can do to resolve this situation, please feel free to contact us directly.
We sincerely apologize for any frustration caused and appreciate your patience as we work to address these issues.