19 Feb 2025
A friend and I booked the Teide Under the Stars Experience in November 2024 directly through the Viajes Teide website and received a confirmation email with our tickets attached. We were at the bus stop at our allotted time, but no bus arrived. We called Viajes Teide and spoke with someone who realized our reservation had gotten "lost." However, they knew my name based the date of our excursion and my phone number, so clearly I was somewhere in their system. Secondly, the person said other guests had complained that there was an issue with their booking system some time in November. So Viajes Teide knew there was an issue, and had my information somewhere, but still did nothing about it. As this excursion is only offered twice weekly, we could not accept their reschedule. They have processed a refund but there was no apology email or any further communication. We are beyond disappointed because we arranged our entire trip around attending this excursion. I never write negative reviews but beyond the customer service rep exclaiming "oh sh*t oh sh*t, I am sorry" when they realized our reservation was lost, the agency did not care.