I booked a hiking tour to Pico do Arieiro on 25 September, and I have to say it was one of the most disappointing travel experiences I’ve ever had. This was meant to be a highlight of our trip and, being our last day in Madeira, we would have much preferred to spend the time on another activity had we known how unpleasant the experience would be.
From the start, the guide was unfriendly and dismissive. When I asked his name at the beginning, he ignored me and jokingly said “Speedy Gonzales.” Throughout the hike he appeared disinterested, rushed us constantly, and made little effort to create a positive or inclusive experience. (He appeared to hate his job)
The pace was not adjusted for the group, despite this being advertised as suitable for all fitness levels. Several people struggled to keep up. In fact 7 of the 13 in the group was 2mins late to meet back ant the bottom of the first peak and he left us behind. When we caught up to him he shouted us and complained to the other guests. It was so unpleasant and rushed - and my friend injured her ankle while hurrying down so ended up taking longer because of him rushing us. We had no real chance to enjoy the views or take in the surroundings, which defeats the whole purpose of a hike in such a beautiful location.
At the second peak, we were given just 45 minutes for the climb and return, despite the large crowds and narrow paths. When my friend hesitated due to safety, the guide raised his voice and told her we should stay behind because he would leave without us. This was unnecessarily aggressive and made us feel extremely unwelcome.
What made the situation worse was the clear difference in how we were treated compared to others. We were the only non-white participants on the bus, and the guide and driver were warm, friendly, and chatty with everyone else, yet consistently rude, dismissive, and unwilling to engage with us. At the end of the tour, they didn’t even offer a basic goodbye – instead, we were hurried out of the vehicle, which left us with the impression of discriminatory behaviour.
It is disheartening and frankly unacceptable that, in an industry built on hospitality and cultural exchange, such unprofessional and discriminatory behaviour still occurs. This experience has left us with a very negative impression of your company and of Madeira, which is incredibly sad given how beautiful this island is.
I hope you take this feedback seriously, both in addressing the conduct of this particular guide and driver (as he was extremely aggressive with us when we were last left in the vehicle - as they dropped us -3 females - off last) and in reviewing how you ensure respectful, inclusive experiences for all your guests.
Having booked this hike for months, we were rather disappointed to find that the ‘stairway to heaven’ walk was actually closed last year??!!!
What were we paying for???
It turns out that a ‘full’ day tour was actually half a day. The bizarre route up the mountain, off scale, was incredibly difficult, so much so that we abandoned the rest of the walk. The guide was not in the least bit interested. Advice to those booking this trip - don’t!!! £75 for a mini bus is extortionate. Find your own way and pay €3 to do the proper walk.
R2458MEjoanneb
14 Apr 2025
I booked a hike from Pico Ariero to Pico Ruivo as offered on the Get my Guide site.
This was advertised as a moderate hike which having read reviews of I was capable of doing. Cancellation is 24 hours prior to the hike so I was disappointed to receive an email that did not give us to time to cancel telling me the hike route was changed due to fires the previous year. The hike should not still be being offered if it cannot be completed. The change meant we did not see The Stairway to Heaven and the guide appeared to have added on an hours very hard (his words and the other hikers) mountainous climb with no view up to the start of Pico Ruivo. We stopped in a lay-by to be taken to a boulder led bush lined trail. I confess to find it very challenging and fell a few minutes behind the group, the guide did not check on me at all and strode ahead at the front with no input into the hike or group.
Once the first part was completed I was upset that I had not been given a chance to change to a different hike and by the lack of any communication from the guide. They should have given me notice with enough time I could change the hike and they should not be offering hikes that no longer are possible. Everyone on my trip had booked to see Pico Arieiro.
Very disappointing with a guide that has no interest in the people he is leading and a company that is not honest in what they are offering.