What to do if you have an issue on a trip...
Traveling can come with unexpected challenges. Whether it’s a problem with your accommodation, frustration with tardiness of other guests, feeling unwell, or issues with your luggage, we’re here to help resolve it promptly!
1. General Tour Matters
Step 1 – Talk to your Guide:
Reach out to your Guide at your earliest convenience. They are your primary point of contact and will do their best to assist you. If you prefer, you can message them privately via WhatsApp during work hours.
Step 2 – Guide will Action & Update:
Your Guide will take necessary actions and inform Camino Women Trip Operations with details of the issue, including time, location, and steps taken.
Step 3 – Outcome:
Your Guide will update you on the resolution and stay in touch with Camino Women Trip Operations.
If your issue remains unresolved after this:
Contact us via email at triphelp@leatherbacktravel.com. This is our dedicated inbox for guest assistance during a trip, monitored across time zones. We aim to respond within 12 hours. Depending on the nature of your issue, it may be escalated (see ‘Escalation’ below). Please avoid messaging your Booking Manager directly via WhatsApp or email outside working hours.
2. Interpersonal Issues
Step 1 – Talk to Your Guide:
If there are interpersonal or behavioral issues within the group, discuss them with your Guide immediately.
Step 2 – Information Gathering:
Your Guide will gather information privately, listen to all perspectives, and explain how the incident relates to our guidelines.
Step 3 – Documentation & Reporting:
Your Guide will document the issue, including details of conversations, resolution, and actions taken, and report to Camino Women Trip Operations on the same day.
Step 4 – Ongoing Monitoring:
Camino Women Trip Operations will monitor the situation throughout the trip and may reach out to you for updates.
3. Escalation
In rare cases of severe or continued inappropriate behavior (e.g., illegal activities, threats), escalation may occur:
Step 1 – Delivery of Warning:
The Guide or designated authority will discuss a warning with the guest, seeking commitment to follow policies.
Step 2 – Action Plan Development:
For ongoing issues, an action plan will be developed with the guest, with check-ins to assess progress.
Step 3 – Continued Documentation:
Your Guide will document ongoing issues and communicate them to Camino Women Trip Operations.
Step 4 – Leadership Team Decision:
If behavior persists, Camino Women Leadership may decide to remove the guest from the trip, with clear communication to the guest and group.
4. Significant Incidents or Emergencies
For large-scale incidents or emergencies, Camino Women Leadership Team will coordinate with local authorities as needed, with updates provided by your Guide.
We’re committed to ensuring you have an incredible trip! If you encounter any issues, please refer to our Guest Participation Guidelines(opens in a new tab).