Acatenango Sunrise Tour

volcán acatenango

An absolutely unforgettable experience! Hiking Acatenango Volcano with CA Travelers was one of the highlights of our trip to Guatemala. The guides were knowledgeable, friendly, and attentive to everyone's safety. The camping facilities were comfortable, and the views of Fuego Volcano were truly breathtaking. Everything was well-organized from beginning to end. Highly recommended for anyone looking for a unique adventure!

via Tripadvisor

THE BEST AGENCY FOR ACATENANGO AND FUEGO

Great experience They have a private route and two-person cabins included They wait for you at all times Great food and service Everything very clean and Adan a great guide

via Tripadvisor (translated)

Most helpful travel agents!

Very grateful for CA travelers staff; Bianky was an absolute star, we loved her, she gave lots of helpful tips and helped us to book shuttles for other places in Guatemala. The tour was amazing too, very well organised and communication was top tier. Definitely 10/10!

via Tripadvisor

Terrible experience

In synthesis, our experience on the Sunrise Acatenango Tour with CA Travelers was a terrible one, and we would not recommend it to anyone. The problem was not so much the challenging hike as much as it was the lack of organization, and mis-communication from the guide and office staff. The only good thing about the trip was the driver who brought us to and from the mountain. In no particular order, below are the issues we encountered during our “private” tour: - One pair of the gloves we were provided with at the beginning of the tour was soaking wet with sweat and smell from the previous person that used them. We had to detour 15 minutes to pick up a new pair, but the issue was resolved. - We had a group of 3: 17 years old, 51 and 53 years old. The guide and younger customer repeatedly left the older customers behind to walk the trail on their own in the dark. There was no supervision at all and little explanation of expectations or status. - We hired a porter to help carry the backpack and water for one of the older customers. We were told by staff at the office that the fee was $200 quetzales, and were asked to pay it by the porter before beginning the hike. 6 hours later, after we reached the top, we were told it would be an additional $200 quetzales if we wanted the porter to help carry the backpack down the volcano. That was a complete surprise. - Before departure, we were told that once we reached the top we would be offered some wine, coffee, or hot chocolate, and would sit by a fire to watch the fuego volcano erupting. None of that happened - there was no wood for the fire as previous people had used it all - no hot chocolate was offered either until one of the customers specifically asked for it. The hot chocolate was nothing more than a package of chocolate powder in boiling hot water which was so diluted that it didn’t have any flavor. - Upon arrival to the “camp”, we were told that the climb we had completed was only a difficulty of 5/10 and if we wanted to go to the top for the sunrise, it would be an additional grueling 2 hour, 10/10 hike over sand and rock. We were asked if we were sure we would like to go. We decided not to, and the guide informed us that he was going to sleep until 6:30 (4 hours) and then we would start the hike down the mountain. In the meantime we were expected to wait in the “camp” while the guide and porter slept. - The “camp” was extremely dirty, the plexiglass windows were scratched and smudged, and we did not have a clear view of the erupting volcano as a result. Outside there was no fire, and we were forced to sit waiting in the camp for the guide to wake up because of the extreme cold. - Other people and even a stray dog were constantly coming in and out of the camp, opening the doors and allowing the wind to whip through the small structure. It was crowded and freezing as a result, and we had to take care that our equipment and personal items were not stolen which is not what we expected from a “private” tour. - The guide was in such a rush to get to sleep that he left without telling us anything about the facility, or where the bathrooms were. One of the customers ended up having to pee in the cup we were given to drink hot chocolate from. Later, another guide told us where the bathrooms were… - The bathrooms were the most disgusting we have ever used. The smell was like death. We didn’t even need to open the door of the bathrooms to start gagging. They smelled so foul that it seemed they had not been cleaned for weeks. - Because one of the customers got so sick from the cold and altitude while waiting for the guide to sleep, a decision was made to wake up the guide at 4 am to begin the descent early. - On the hike down, again the guide and porter left the older customers behind to walk the trail on their own despite knowing if the sickness and heart condition of the struggling oldest customer. There was no supervision at all and little explanation of expectations or status. We feel that we paid for a tour to see something spectacular, and instead we faced a grueling challenge greatly hindered by the guide, the scarce accommodations, and the circumstances. Additionally, we were aware that the hike was to be made in subzero temperatures, but a factor that we did not anticipate and were therefore very displeased with is that we were to be left sitting out to freeze in a shabby cabin without a fire or even an inexpensive space heater. We believed that the view we were promised was attainable, but lack of information on its true difficulty left us feeling that the view was not worth the struggle. Per above, our experience on the Sunrise Acatenango Tour with CA Travelers was a terrible one, and we would not recommend it to anyone.

Response from the operator: Hello Timothy, Thank you for taking the time to provide such a detailed account of your experience on our Sunrise Acatenango Tour. After receiving your feedback, we contacted you directly via WhatsApp to better understand what had occurred. We sincerely appreciate the time you took to speak with us and provide additional details about your experience, as this allowed us to conduct a more thorough internal review. We are very sorry that the tour did not meet your expectations and, more importantly, that several aspects of the service did not meet the standards we expect from our team. Following our conversation, we conducted an internal review with our Management and Quality Control teams, including the issues involving the guide, equipment, porter service, communication, and conditions at the campsite. Regarding the guide, we are particularly concerned by the lack of communication and supervision you described. Guests should receive clear information about what is happening, where facilities are located, and what to expect throughout the experience. Likewise, the guide should properly manage the pace of the group, particularly when members of the group are moving at different speeds. Following our internal review, we made the decision that the guide involved will no longer be part of the CA Travelers guiding team. We take the safety, proper supervision, and overall experience of our guests very seriously, and the conduct described does not meet the standards we require from those representing our company. We also apologize for the condition of the gloves initially provided to you. Although the issue was resolved during the tour, equipment should be delivered clean and ready for use from the beginning. We have reinforced this procedure with the team responsible for preparing and inspecting equipment. Regarding the porter service, we reviewed this matter as well. The porter rate of Q200 each way was specified in the information provided prior to the tour and was also communicated during the equipment preparation process. We understand that the additional Q200 for the descent nevertheless came as a surprise to you at the campsite. However, we would like to clarify that the Q200 each-way rate had been communicated in advance as part of the tour information. We regret that this contributed negatively to your overall experience. We also recognize that the experience at the campsite was not what you expected. The absence of the fire, insufficient communication regarding the available drinks and facilities, and the lack of guidance after arriving at camp all contributed to your disappointment. These are service issues that should have been handled better. Regarding the bathrooms, due to the remote location and altitude of the campsite, conventional drainage infrastructure is not available, and the facilities operate using waste storage tanks that require scheduled servicing and removal. However, regardless of those limitations, we recognize that the conditions and odor you encountered were extremely unpleasant. Following your report, the waste tanks were emptied, and the bathroom facilities were thoroughly cleaned and serviced. Our Quality Control team is also reviewing the frequency of inspections and maintenance to reduce the possibility of similar conditions occurring again. We understand that reaching the campsite after a physically demanding climb and then encountering several of these issues—particularly regarding communication, supervision, and the conditions you experienced at camp—had a significant impact on your overall experience. For this reason, our Management team has authorized a partial refund of as a gesture of goodwill and in recognition of the service issues you experienced during the tour. We understand that a refund cannot change the experience you had. However, we hope that the corrective actions we have taken, together with the partial refund, demonstrate that we have taken your concerns seriously. Your feedback has resulted in concrete actions, including the removal of the guide involved from our guiding team, reinforcement of our equipment procedures, and an additional review of campsite maintenance and guest supervision procedures. We sincerely apologize that your experience with CA Travelers was not the experience we intended to provide. Thank you again for bringing these matters to our attention and for giving us the opportunity to investigate and address them. Kind regards, Oscar Lemus CA Travelers

via Viator

Great Agency + Acatenango Tour!

We booked the Acatenango hike in Guatemala with CA Travelers and had a really great experience overall. The welcome at the agency was fantastic. Alejandro and the ladies (we sadly didnt catch their names) at the reception greeted us warmly, gave us all the information we needed, and were very helpful throughout the whole process. They spoke both English and Spanish, which is a huge plus in this business and made everything very easy for us. The hike itself was amazing. We climbed Acatenango, saw the active volcano, and also did the sunrise hike. It was an incredible experience, even though it was extremely challenging. We honestly had no energy left at the end, but it was totally worth it! We also had a lot of fun after the hike talking with Alejandro, who helped us a lot and made the whole experience even better. A big thank you to him! The only small downside was the accommodation and the toilets at the camp, which could definitely be improved. But in the end, you are there for the volcano and the adventure, and that part was absolutely unforgettable. The trail is tough, but if you’re ready for the challenge, it’s an incredible experience. We would definitely recommend booking with CA Travelers and would suggest them to our friends as well. Thanks again to Alejandro and the whole team!

via Tripadvisor