Gekko Trails ExplorerReviews of gekkotrailsexplorer.com

Response from Gekko Trails Explorer· Oct 16, 2026

Hi Nia, We understand that being told the day before that your shuttle would not run was a bad way to end your trip to Flores, and we would rather set the record straight than leave it unanswered. Your original booking was for 23 October, and it was confirmed: on that date the operator already had other passengers booked. On 12 October you moved the trip yourself to 15 October and changed your pickup in Palenque, and we confirmed the new date to you that same day. On 15 October you were the only passenger on that departure, and this is a shared shuttle: the operator runs the route with a minimum of two, which is part of what keeps the price where it is. With no other passengers the departure could not operate, and that is why it was cancelled — the part the review leaves out and the part that explains it. On the notice itself: our terms do not set a minimum notice period for the operator to cancel. Circumstances outside its control can make a departure impossible at any time, including the day before, and that is the case a shared service carries. What we owe you then is what we did: we told you as soon as we knew, and we refunded the full US$45 to your original payment method on 14 October. Nothing was kept. We are sorry the trip did not happen. The refund is complete and there is nothing pending on your side.

Response from Gekko Trails Explorer· Dec 27, 2025

Hello Karl, Thank you for your review. We would like to clarify that your refunds were in fact processed in accordance with our cancellation policy. You sent your cancellation request on December 16 at 10:30 PM for a service scheduled to depart on December 17 at 8:00 AM. Our policy clearly states that cancellations must be made at least 24 hours prior to departure. Despite this, we made an exception and processed full refunds for both of your reservations as a courtesy. Additionally, your cancellation request was initially sent as an image, which prevented our system from automatically reading your booking IDs and caused a short processing delay. Once the information was correctly received, both refunds were completed. At no point were you ignored. Your requests were reviewed, processed, and resolved, and your refunds were successfully issued even though the cancellation was outside the eligible timeframe. For these reasons, the statement that you were “ghosted by support” is not accurate. We always aim to assist our customers fairly and transparently, and we regret that your experience did not meet your expectations.