Rainforest cruises failed to provide agreed upon service due negligence.
I began planning a trip to Peru in June 2013 with ***** ****** of Rainforest cruises. This trip was to include a 1 day Inca Trail hike and take place in May 2014.In August we agreed upon the itinerary and we placed our initial deposit with final payment being made in January 2014. The day before our "1 day Inca trail hike", we found out that the passes for the trail were not reserved for us and that there were none available until September 2014. The deposit and all other payments were made using Paypal.
I am seeking a return trip to Peru to take the 1 day Inca trail hike. To include business class airfare (the same fare class we used), hotel accommodations for 4 *********** ****** ******** and roundtrip airport transfer in ***** for 2 people.
As Mr ****** states, in June 2013 we received a Deposit Payment, via PayPal, for a Peru tour for 19 days, that consisted of an Amazon cruise and a 'land tour' of Southern Peru, including a visit to Machu Picchu.
The full Balance of Payment was made on Jan 25th, 2014. Our services in Peru began on May 6th and ended on May 24th, 2014.
On May 27th, we received a voicemail message from Mr. ****** stating that there had been a problem with the '1-day Inca Trail Hike' that had not been provided as requested, and seeking redress.
I responded to Mr. ****** by email on May 28th, as follows:
Many thanks for your voicemail message, and I was dismayed to hear of your dissatisfaction. I've been in touch with our Operations team, and now think I understand what happened - in a nutshell, you thought you had booked the 1-day Inca Trail and our supplier thought you had booked the a different hike. I must take the blame for this, as I failed to pick up the discrepancy on the Service List. The Full Day Machu Picchu Hike is a lovely trek, but not one we have ever sold to clients before, and so it didn't register with me that it was not the hike you had asked for.
Anyway, I'm deeply embarrassed and sorry about this, and agree that you are due compensation. I just need to discuss with the Accounts Department the details of this, and will get back to you.'
As you can see, we accepted that the error was ours. I spoke to Mr. ****** by phone, having received the BBB complaint, and offered him both our apologies and a complimentary return trip to Peru, as requested ... with option to upgrade to the Full Inca Trail, at no cost, if desired.
Unfortunately, for medical reasons, it seems the ******* are unlikely to be able to make a trip involving any hiking in the near future, so I offered a financial compensation instead, calculated at 3 times the value of the service he paid for and didn't receive as desired.
Mr ****** accepted this monetary recompense, and the check was sent to his address in Hawaii on June 17th.
We have also offered a trip to anywhere in South America at cost price, as and when the ******* are able to make the journey. Mr. ****** said he would keep this in mind for the future.