Nous avons remarqué que vous utilisez un navigateur non reconnu. Il se peut que les pages de Tripadvisor ne s'affichent pas correctement.Notre site est optimisé pour les navigateurs suivants:
Windows: Internet Explorer, Mozilla Firefox, Google Chrome. Mac: Safari.
Fermé aujourd'hui
Horaires du jour : Fermé
Voir tous les horaires
363avis17question(s) et réponse(s)
Note attribuée
  • 289
  • 48
  • 17
  • 4
  • 5
Type de voyageur
Période de l'année
Langue
  • Plus
Filtres sélectionnés
  • Filtrer
  • français
Olivier2i a écrit un avis (mars 2018)
Verviers, Belgique24 contributions20 votes utiles
Activités intéressantes, nous avons fait 4 réservations au mois de mars 2018 (2x Visits to observatory, 1x Astronomy Tour et 1x Photo tour). Par contre, au niveau administration et relation publique, ce n’est vraiment pas une société sérieuse. Nous avons envoyés différents mails et SMS : avant, pendant notre séjour et après notre retour, nous n’avons reçu qu’une seule réponse. Idem si l’on se rendait au bureau à Los Cancajos, la porte était close pendant les heures d’ouvertures. J’attends toujours une réponse d’Ana pour avoir les adresses emails de mes deux collègues allemands rencontrés lors du photo tour et ainsi partager nos photos. Si c’était à refaire ou conseiller des amis, je leur recommanderais une autre agence.
Plus
Date de l'expérience : mars 2018
Utile
Partager
clairebecuwe a écrit un avis (mars 2018)
Paris, France19 contributions4 votes utiles
Visite annulée, remboursement partiel et non total, j'ai beau envoyer des mails depuis plusieurs jours et aucune réponse, ce n'est pas normal, j'appelle ça du vol !
Plus
Date de l'expérience : mars 2018
Utile
Partager
Réponse de Ana G, Gerente de Astro La Palma
A répondu le 23 mars 2018
Dear Claire. Thanks for your review but I am afraid we do not agree. There is always two views on things but I am glad we can give our view. If we could review a customer, we would not give you 2*. Following we will reply to your review, we will add a copy of our reply to you and copy of your emails to us. Our intention is to probe that we have dealed with your reservation with kindness following the conditions of purchase and we have refunded you within the legal time limit. Please notice that we do not stand for rudeness of any kind. The refunds for a visit to the Observatory are not in full as there is a 10% fee. This is quite normal for many products including ours particularly for online booking. This is explained on conditions and every visitor must agree on these conditions before purchase by clicking on accept. This 10% does not even cover the costs for international sms message (that we sent you on cancellation), time dealing with reservations and refunds and the cost of an online reservation in the first place. In your case the fee was 1,8 EUR (2 tickets). Your visit was for 10/03 was cancelled due to a weather warning (safety reasons). This was an objective reason for which every customer is warned before purchase. You had the option not to reserve if you did not agreed with the conditions. We did warn you and we did not force you to buy. After all visits to the Observatory are weather permitting only (take place at 2400m altitude) and can only take place within safety regulations. So in our opinion, as you had all this information before purchase and you agreed to it, we do not really undertand why you are accussing as of robbing you. We find this very unfair. And giving your rude emails I will take the time now to copying them here. Please note that we are disputing your review on the basis of rude behaviour. You are absolutely right: It is about education. Our answer: "Dear Claire, I am copying here the conditions of your purchase that I am sure you read before purchase as you had to mark it as "read" and "accept". On refunds we are only following these conditions. Please see that there is a 10% fees on refunds. Also please notice that the are expenses derived with managing reservations and cancellations and than when we cancel there is an objective reason for it which by the way we notify you before. Cancellations: Your visit may be canceled unexpectedly by the Observatory, due to unforeseen circumstances in the operation of the telescopes or occurring adverse weather conditions that may affect safety in the accesses to the Observatory (snow, ice, landslides or weather warnings issued by local government as read here). For every visit at minimum of 15 people is required. In the event of a cancellation of a visit, your ticket may be refunded except issuance costs (10 % due to managing fees). For groups of above 10 people this issuance costs are 30 EUR. Likewise any customer may cancel with a cost of 10% up to 10 days before the visit. For groups of above 10 people, cancellation fees are 30 EUR. Later cancellations by customer/group are non-refundable. Cancellations by customers must be in written (email at info@lapalmastars.com). Below there is a copy of your tickets which also includes the conditions on cancellation." ---------- Your emails: * "Thank you for the refund, but i received 16,20€ whereas I paid 18€. Why that ? We chose La Palma almost exclusively for this visit and were very disappointed about the cancellation, we excpect to be refund for exactly what we paid. " * "Hello, I am only asking for an answer, which is, I think, very appropriate. It is about education. Thank you in advance, " * Thank you for your answer, that is only what I excpected, an answer, which is a matter of education ! I never said that there was no objective reason, I only wanted to be answered, which I have been, thank you for that. * "Which I am sure you read" Please notice that you are so funny, I can't stop laughing ah ah ah ah ! I fully understand as it was in the conditions, but I notice that Astro La Palma is really funny ! Have a nice day Ana, Claire Following our answer, you wrote your review on tripadvisor. We gave you an educated answer and we completely followed the procedure for cancellation conditions that you agreed on purchase. You have now taken more than 1,8 EUR valued of our time. No comments on your personal remarks. Once again thanks for your review.
Plus
Marie P a écrit un avis (oct. 2017)
Genève, Suisse367 contributions117 votes utiles
... Nous étions plus de 50!!! La précédente sortie avait été annulée faute de visibilité et deux groupes ont été joints. Il y avait trop de monde, et l info dispensée était très limitée (repérer l étoile polaire, la grande ours, la petite ours, et qq autres constellations, puis regarder la lune, saturne et qq étoiles). Plusieurs heures passées dans le froid, avec des dizaines de personnes, la magie n a pas du tout opéré. Astro Palma serait elle victime de son succès?
Plus
Date de l'expérience : octobre 2017
Utile
Partager
Réponse de Ana G, Gerente de Astro La Palma
A répondu le 4 oct. 2017
Thank you very much for your review. We really appreciate it. Our groups in summer are larger as demand for our activities increase every year. However you should also have mentioned that we have a guide per a maximum 15 people, which means we virtually split any group into smaller ones in a large area. For a group over 40 people we are at least 4 guides. In no other similar activity you would find this number of staff working for the same group. As for the information given, our astronomy tours are for general public level. Most people do not know how to find Polarie star or most known constellations and we cannot do this in any other way as listing lots information is not didactic or enjoyable. We explain how to find them, how stars move in the sky, ... and we are open to any questions from customers. I´m sorry you found the level low. But also, as you seem to be quite knowledable, perhaps you should have been better prepared for the cold. As it known that the sky has better quality and transparency at high altitude (and at night) where it can be cold even in summer. The general public level, the warning about cold temperatures and the ratio guides/customers is well detailed on our website. Viewpoints are large, in the middle of the nature which offers plenty of oportunities for breathing the night air, lying down alone for a while even alone. But please know that our astronomy tours are group activities. We also offer telescope rental for those who know the sky already or VIP actitivities for those who want a more familiar or specific experience. Any of these would have been a better option for you. Although I am afraid the cold would still be there. Kind regards
Plus
hervel a écrit un avis (juil. 2017)
region parisienne110 contributions92 votes utiles
Très bel expérience mais pour notre part on regrettera juste que ce jour là le groupe ait été assez nombreux ce qui limite le temps disponible pour profiter des télescopes installés par l'organisation. Ne pas oublier de se couvrir, 12 degrés à 22 h 00 en plein été pour ce qui nous concerne.
Plus
Date de l'expérience : juillet 2017
Utile
Partager
Laure G a écrit un avis (juil. 2017)
14 contributions10 votes utiles
Sortie pédagogique par une passionnée Excellente prise en charge. Ponctualité. Réservé aux nuls en astronomie comme nous
Plus
Date de l'expérience : juillet 2017
Utile
Partager
Précédent
Google
Expériences recommandées à La Palma et alentour
à partir de 166.08 $US 
Plus d'infos
à partir de 34.40 $US 
Plus d'infos
à partir de 6.99 $US 
Plus d'infos
à partir de 41.52 $US 
Plus d'infos