5 Islands Tour from Cartagena Including Snorkeling and Lunch

Confirmed pick-up not honoured and refusal to reimburse costs

We booked this tour because it advertised hotel pick-up, and our booking confirmation clearly listed our hotel by name as the pick-up location. This was the deciding factor in choosing this particular operator over less expensive options. Five minutes after the scheduled pick-up time, while we were waiting for our pick up, the company instructed us to take an Uber to meet them downtown. Shortly afterward, they changed the instructions again and told us it was “too late” and that we now needed to meet them at the boat dock, sending us a Google Maps location. We asked the company to send an Uber themselves, but they said they could not find any available cars. We then booked our own Uber only because we were following their instructions and relying on their written promise that the Uber would be reimbursed. That promise was made in writing via WhatsApp, and they asked us to notify them once we were on our way. Once we were already in the Uber, the company stated they would not reimburse us. As a result, we paid approximately $50 out of pocket only to be left stranded at a gas station in an industrial area, and having to call another Uber to get us back. The company also refused to refund the additional amount charged for hotel pick-up that was never provided. When shown a screenshot of the booking confirmation clearly stating hotel pick-up, the company dismissed this as a “miscommunication” and claimed we should have known they do not offer hotel pick-up, despite their advertising and confirming it. The guide later stated reimbursement was not up to him and that he had no cash. Management was unavailable and could not be reached to resolve the issue. We ultimately had to escalate the matter to Viator customer service to obtain a refund. Advertising, confirmation, and instructions did not align with the service provided. Poor communication and lack of accountability. Do not book with this operator.

Response from the operator: We are sorry that your experience was not satisfactory. However, due to disrespectful behavior, offensive language, and inappropriate treatment toward our staff, we made the decision not to provide the service. As a result, and acting responsibly, a 100% refund was issued, as the safety and respect of our employees are a top priority for us. We are always open to constructive feedback, but we do not tolerate threats or abusive behavior. We appreciate our clients who trust our professionalism and values.

via Tripadvisor

Clear misrepresentation and refusal to honour confirmed pick-up

We selected this operator specifically because they advertised and confirmed hotel pick-up at our hotel. The booking confirmation issued by Viator clearly listed our hotel by name as the pick-up location. This service was a deciding factor and was priced higher than comparable tours. Five minutes after the scheduled pick-up time, the operator messaged us instructing us to take an Uber to meet them downtown. We were explicitly told the Uber would be reimbursed. Once we were already en route, the operator reversed this commitment and refused reimbursement. As a result, we incurred approximately $50 in unnecessary transportation costs and were left waiting at a gas station in an industrial zone. The operator also refused to refund the additional amount paid for hotel pick-up that was never provided. When presented with a screenshot of the booking confirmation showing hotel pick-up, the operator claimed it was a “miscommunication” and insisted we should have known they do not offer hotel pick-up—despite advertising and confirming exactly that. The tour guide acknowledged the promise of reimbursement for the Uber but stated he had no authority and no cash, confirming there was never any intent to honour the commitment. Management was unavailable, operating behind a “virtual office,” and refused to address the issue directly. We were forced to escalate this matter to Viator to obtain a refund. This operator’s conduct constitutes misleading advertising, failure to deliver paid services, and refusal to resolve the issue when evidence was provided. We strongly recommend avoiding this company.

Response from the operator: We are sorry that your experience was not satisfactory. However, due to disrespectful behavior, offensive language, and inappropriate treatment toward our staff, we made the decision not to provide the service. As a result, and acting responsibly, a 100% refund was issued, as the safety and respect of our employees are a top priority for us. We are always open to constructive feedback, but we do not tolerate threats or abusive behavior. We appreciate our clients who trust our professionalism and values.

via Viator

Misleading pick-up, out-of-pocket costs, and poor accountability

We chose this company even though it was more expensive than others because they explicitly advertised hotel pick-up. Our booking confirmation clearly listed our hotel by name as the pick-up location. Five minutes after the scheduled pick-up time, we were told by message that we needed to take an Uber to meet them downtown instead. We were told the Uber would be reimbursed. Once we were already in the Uber, they changed their story and said they would not reimburse us. As a result, we were out an additional $50 and were left stranded at a gas station in an industrial zone. They also refused to refund the extra amount we had paid specifically for hotel pick-up. When we showed them a screenshot of the booking confirmation clearly stating hotel pick-up, they claimed it was a “miscommunication” and insisted we should have known they do not do hotel pick-ups. That makes no sense when their advertisement and confirmation both said otherwise. The tour guide who promised reimbursement said he had no cash and later admitted it was “not up to him,” which suggests there was never any real intention to reimburse us. Management was unavailable. The owner hid behind a so-called “virtual office” and refused to take responsibility. We ultimately had to escalate the issue to Viator to obtain a refund. This company cost us money for nothing and ruined our day. Poor communication, misleading advertising, and zero accountability. Do not book with them.

Response from the operator: We are sorry that your experience was not satisfactory. However, due to disrespectful behavior, offensive language, and inappropriate treatment toward our staff, we made the decision not to provide the service. As a result, and acting responsibly, a 100% refund was issued, as the safety and respect of our employees are a top priority for us. We are always open to constructive feedback, but we do not tolerate threats or abusive behavior. We appreciate our clients who trust our professionalism and values.

via Tripadvisor

Love La Perla

Always depend on Maria when I am in Cartagena! She’s family! Love going to Colon and the other islands and seeing Pablo Escobar’s home! A time will be had on this tour if you choose La Perla!

via Tripadvisor

Look, relax, adventure, repeat.

My experience was great. The perfect combination of relaxation and fun. This is how you get to the beach with the actual sand. I definitely enjoyed this experience. Make sure to bring water, and your own liquor if you can.

via Viator