San Blas Islands Tour, 4 Sites & Welcome Drink

Empty promises, disorganized and not as expected at all

I never got to go to san Blas on the boat i got to the boat area and it was completely disorganized. I had beforehand been in contact with the tour operator regarding having someone keep an eye on my things while snorkeling by myself and also having someone snorkel with me beforehand since this was very important. The tour operator had adsure me d don't worry there will be people there on the boat looking after your things and someone to snorkel with you but not true when I got to the boat area I had to wait 20 minutes because I was not on any boat as of yet. Then I was suddenly shown to this guy who wanted to see my passport . It was not as if I was called from a prior made list provided by the tour operator and I was introduced to the guide beforehand and as well the person who would snorkel with me. It was not good at all and I got stressed out. Not only for this but the driver did not know who and if I was going to get picked up later. I then wrote to the tour operator who said there would be someone to pick me up but I was already feeling worried because I was not comfortable about any of of it. I felt nauseated and went to the bathroom which did not have running water and w and I had tonuse a plastic container to flush the toilet and this cost 1 dollar. this whole tour twas nalready not at all as promised...the boat was not the boat as in the picture on viator so that also made me nervous why advertise this awesome kind of boat and tell me this is the boat? Also I paid 186 total with the 21 $ tax for getting into the reservation and it was a total waste of money...I was extremely upset i had been given misleading information about what i was getting and i was totally nervous and uncomfortable as a solo traveller. I have made many solo trips and this one was one of the worst because it was not organized and nothing was put together with the promises I had gotten I had gotten up at 4 AM and got there at 8.30 Am and since nausiated I got back to my hotel at 11AM fnever even getting on the tour because it had been empty misleafing promises of what i would be getting. I did not feel safe at all and I did not from the boat area feel I was safe at all and that I would get what I was promised from the boat being different andto the whole thing not organized i was s ares and I did not feel safe and conformable. The tour guide had faked me out to give me the money and afterwards when I asked to get a refund but wss denied this. I chose this tour because of the safety I had fakely been promised it was more expensive and so I thought it would be better quality but I was completely wrong

Response from the operator: Dear Guest, We are sorry to read your comments. However, we would like to clarify several important facts regarding your reservation, particularly because **your latest statement contradicts the initial complaint you submitted to Viator.** We believe it is important that the facts are presented accurately and that the services actually provided by our company are acknowledged. **1. Communication before your excursion** We maintained direct communication with you before your scheduled tour, including when you contacted us with concerns about the earthquake in Panama. We personally answered your questions, provided reassurance, and remained available to assist you. Therefore, it is not accurate to suggest that there was a lack of communication or assistance from our company. **2. Transportation from your hotel to San Blas** On the day of your excursion, our driver, Mr. Ernesto Calles, picked you up from the Best Western El Dorado Hotel at approximately 5:00 a.m. and transported you to the San Blas port, where you arrived at approximately 8:30 a.m. You personally sent us a photograph confirming your arrival at the port. You also contacted us to ask whether transportation would be available for your return to Panama City at 3:00 p.m., and we confirmed that it would. Shortly afterward, you informed us that you were feeling unwell and had decided not to continue with the excursion. We respected your decision and assisted with your return arrangements, explaining that the ground transportation service would still need to be charged because it had already been provided and used. **3. Contradictions in your complaints to Viator** This is one of the most concerning aspects of your statements. **In your initial complaint to Viator, you claimed that our driver never arrived at your hotel, that you were left waiting, and that the transportation service was never provided.** However, in your latest statement, you acknowledge that you were picked up from your hotel, traveled approximately three hours to the San Blas port, and subsequently returned to Panama City. These are two significantly different accounts of the same incident. We have WhatsApp conversations, the photograph you personally sent from the port, and transportation records confirming that the service was provided. We respectfully ask why your initial complaint stated that you were never picked up when your latest account confirms otherwise. We understand that guests may have concerns or complaints about their experience, but the information submitted to Viator must accurately reflect what actually occurred. **4. Tour organization and English-speaking guide** Our excursion is a shared group tour, as clearly indicated in the booking description. Our fluent English-speaking guide begins assisting passengers at the port and accompanies the group throughout the boat excursion, island visits, and snorkeling activities. The guide welcomes, coordinates, and assists all participating guests equally. This is not a private tour with a guide exclusively assigned to one individual. Passport verification, passenger identification, and coordinating boarding arrangements are normal procedures at the departure port. According to our driver, you were also able to communicate fluently in Spanish during the ground transportation. Most importantly, **you decided not to begin the maritime portion of the excursion. Therefore, you did not have the opportunity to experience the assistance provided by our guide during the tour.** It is not reasonable to conclude that a service would not have been provided when you chose not to participate in that part of the excursion. **5. Snorkeling assistance and the safety of your belongings** You expressed concerns about having someone accompany you while snorkeling and ensuring that your belongings would be attended to. We would like to clarify that our boats operate with a captain and a crew member who remain attentive to the passengers and their belongings throughout the excursion. Additionally, our guide accompanies the group and assists guests during the activities, including snorkeling. As this is a shared excursion, the guide and crew provide assistance to all guests rather than being exclusively assigned to one person. You have stated that nobody would have been available to assist you or look after your belongings. However, since you never participated in the boat excursion, you cannot reasonably conclude that our guide or crew would have failed to provide this assistance. The fact that you did not experience these services does not mean that they were unavailable. **6. Boat conditions and safety equipment** All our boats are maintained in excellent operating condition and are equipped with protective roofs and life jackets for passengers. We are particularly surprised by your claim that the boat was different from the one advertised in the Viator photographs. **You did not board any boat, nor did you proceed beyond the port waiting area to inspect the vessel assigned to your excursion.** Therefore, you did not have the opportunity to verify which boat would actually have been used for your tour. It is unfair to make definitive statements about the condition, appearance, or safety of an assigned boat without having boarded or inspected it. We take passenger safety very seriously, and our vessels operate with the necessary safety equipment and experienced crew members. **7. Waiting time and port facilities** We understand that you may have felt uncomfortable with the boarding arrangements, waiting time, or restroom facilities at the port. However, the port is a shared departure facility used by multiple tour operators and passengers traveling to different islands. Certain facilities and procedures at the port are not exclusively managed by our company. A short waiting period while passengers are identified, passports are verified, and boarding groups are coordinated does not mean that a tour has been abandoned or that the service will not be provided. Nevertheless, we take your comments seriously and continuously work to improve the overall experience of our guests. **8. Your decision not to continue the excursion** We fully respect your decision not to proceed because you were feeling unwell. At no point did we force or pressure you to board the boat. However, it is important to clarify that you made this decision after the ground transportation service from Panama City to the San Blas port had already been completed. You did not experience the boat excursion, island visits, snorkeling activities, or the services provided by the guide during the maritime portion of the tour. Therefore, statements suggesting that these services were poorly delivered or would not have been available are not based on your actual participation in the excursion. There is a significant difference between deciding not to continue with an activity and the tour operator failing to provide the service. **9. Your refund request** We understand that you were disappointed and unable to enjoy the complete San Blas experience. However, your statement that the entire amount was a waste of money overlooks the fact that ground transportation was provided from Panama City to the port, and arrangements were made for your return. These services involve transportation, fuel, driver time, and operational expenses, regardless of whether a guest subsequently decides not to participate in the boat excursion. We explained that the transportation service had already been used and therefore could not simply be considered a service that was never provided. Most importantly, our company did not abandon you, leave you waiting at your hotel, or fail to arrange your transportation, as was initially claimed in your complaint to Viator. **10. Our final clarification** Guna Yala Explorer has been organizing excursions to San Blas since 2012. We take the safety of our guests, the professionalism of our staff, and the quality of our services very seriously. We recognize that traveling alone can create additional concerns, and we genuinely regret that you felt uncomfortable and decided not to continue your excursion. However, we must also protect the reputation of our company and the integrity of our employees when statements are made that contradict documented facts. **Your initial complaint claimed that you were never picked up from your hotel. Your latest statement confirms that you were transported to the port and personally decided not to continue. This contradiction is significant and cannot be overlooked.** We have maintained communication with you, provided the transportation service, confirmed your arrival at the port, and assisted with your return arrangements. We welcome constructive feedback and respect every guest's experience, but we cannot accept inaccurate claims suggesting that our company failed to provide services that were demonstrably delivered. We respectfully request that your statements to Viator accurately reflect these facts. Kind regards, Reservations & Operations Team

via Viator

Amazing Experience

What an amazing day! Ernesto drove us safely to the port and Juan was a great guide through the islands! It was a beautiful experience! The lunch was also great! Loved visiting the local community and learning about their culture!

via Viator

Must do in Panama

Must do in Panama, Loved every minute of it, definitely recommend it. Great service, great price, would definitely do it again

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San blas day tour

It's a long car ride but you already know that going into it. Had a great day. Everybody was lovely and everything was perfect.

Response from the operator: Hello, thank you very much for your review. We’re glad you enjoyed your visit to the islands.

via Viator

Beautiful sites

Great time ! Beautiful sites and friendly staff everywhere! Only thing I will say , if you have back problems, I would not recommend this excursion. The ride to the islands , it’s about a 44 min ride one way. The waves can be very choppy with the wind. So it will cause a lot of speed bump feels on the boat . So you will be bouncing up and down and landing on the hard wood bench over and over again.

via Viator