Starting out our agent seemed informed and knowledgeable. However, prior to the trip we needed to make a significant change in our customized itinerary. While we were told it would not be a problem, our agent always seemed to be away or sick. During the later planning, we often we got vague, incomplete or delayed answers.. Moreover, the story often changed. We paid a tidy sum for our hotel in Cartagena ( we were told we needed a suite), but upon arrival the hotel advised that the agency only reserved a double. As a result of a number of issues e were owed a substantial refund, but after spending weeks negotiating and having to get aggressive, we finally just recently got most of what was owed
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