Masca Ravine: Descent and Boat Trip

Impressive experience in Masca

We felt completely comfortable, as the entire activity was very well organized. Our personable guide Toni was truly outstanding; he made the descent through the Masca Gorge entertaining and interesting with charm, wit, and a lot of knowledge! We can highly recommend him! The price was a bit high, but just within our limit of acceptance.

via Tripadvisor (translated)

harassing staff

We booked three tickets for the Masca Gorge including the boat transfer to Los Gigantes (reservation GYG83XVBWK3Y) for Friday 26 December at 11:00. This was our last day in Tenerife, and we had planned our entire schedule and return flight around this activity. The hike itself was challenging (around 3 hours) but beautiful, and initially everything seemed well organised. Staff checked our tickets at the start and gave us a briefing, so we had no reason to expect any issues. Unfortunately, the experience ended in a completely unacceptable and distressing way at the point of boarding the boat. After finishing the hike, we gave our numbers (165, 166, 167) to a staff member who told us everything was fine and instructed us to follow him. Moments later, a staff member named Ana began shouting at us aggressively, demanding to know what we were doing and insisting we show our tickets. Her attitude from the start was rude and hostile, despite the fact that we were simply following instructions. Ana then claimed that only two of our tickets were valid, even though: All three tickets had already been checked at the start All tickets were identical and included the boat transfer We showed both email confirmation and the physical tickets We explained repeatedly that we had a flight back to London the same day and that the 3:00 pm boat was essential for us. Despite clear proof, the situation dragged on unnecessarily, causing significant stress. The situation escalated severely when a security guard named Eduardo approached us. He physically touched me and began shouting at me, telling me to calm down. I immediately told him to stop and back away. I do not consent to being touched by staff, especially in such an aggressive manner. I informed him that I am pregnant (high-risk pregnancy) and that his behaviour was causing me distress. Instead of de-escalating, he continued shouting and standing extremely close to me. This was frightening, humiliating, and completely inappropriate. When I asked for his name, he began speaking about me in Spanish in a derogatory way, which further escalated the situation. At the same time, Ana continued shouting at me and even threatened that I would have to hike back up instead of taking the boat we had already paid for, telling me to “be quiet” while I was translating the situation to my father, who does not speak English. Threatening a pregnant woman with physical hardship despite valid tickets is beyond unacceptable. Eventually, we were allowed onto the boat, but even then, Eduardo continued staring at me and muttering under his breath, leaving me feeling unsafe until the end. This incident completely ruined what should have been a once-in-a-lifetime experience. Instead of leaving with good memories, we left feeling harassed, intimidated, and deeply distressed. This operation depends on tourism, yet the behaviour of staff showed a serious lack of training, professionalism, and duty of care. What happened to us was not a misunderstanding — it was a failure in customer service and basic human decency. I strongly advise future visitors to be cautious. No customer, and especially no pregnant woman, should ever be treated this way.

Response from the operator: Nowadays, this type of review serves a dual purpose: on the one hand, it allows customers to express their experience, and on the other, it helps other readers to form an informed opinion. For this reason, we consider it important to provide context for anyone who may read it. First of all, we would like to sincerely regret any inconvenience you may have experienced during the activity. According to your review, the events you refer to took place almost at the very end of the experience and involved personnel outside our company. For this reason, the first step we took was to contact the individuals involved and the organisations they work for, in order to verify the information. It is important to clarify that the product you booked is a self-guided activity, with no staff from our company present. Therefore, we do not have first-hand information about what occurred beyond the statements we have gathered. In your review, you mention two individuals: Ana and Eduardo. • Ana works for the boat company responsible for the final sea transfer out of the Masca Gorge. • Eduardo is a rural ranger and part of the public company of the Tenerife Island Council responsible for the management and safety of the Masca Gorge, including control of the jetty. After verifying the facts with both individuals, they expressed great surprise, particularly regarding the seriousness of the accusations made. Both agree that it was you who lost your temper, used an inappropriate tone, and addressed staff in a verbally aggressive manner. Specifically, the rural ranger, Eduardo, informed us that he had to intervene when he witnessed the discussion you were having with Ana, and that his intervention was limited solely to applying the established protocol to check that you had valid boat tickets. According to the information provided to us, both individuals were at all times applying the standard procedure for verifying boarding places. We respect your personal experience and your right to express it. On our part, we have gathered information from those present at the scene and are responding by conveying the facts as they have been described to us. Finally, we can only once again regret any inconvenience you may have experienced, as well as the negative impact this review may have on our public image, given that the issue described occurred with third parties unrelated to our company. Kind regards,

via Tripadvisor

Beautiful trip through fantastic ravine

How much we enjoyed this trip in this gorge with unique landscapes and interesting geology...all under the perfect guidance of Tony. He gave us fun facts about the origins of Tenerife and created a nice atmosphere...thank you Tony

via Tripadvisor (translated)

Great well organised trip.

Excellent, well organised trip. Our guide, Toni, was well informed, friendly and had a nice relaxed pace that meant we were able to stop frequently and enjoy the views and atmosphere of the gorge.

via Tripadvisor

Top guide Eduu

Tough trip, rough terrain. Make sure you have good footwear, otherwise you will not be allowed to come😉......................................................................................

via Viator (translated)