Hi Jacqueline, as mentioned on Trustpilot, we do feel this review is a little misleading as the BBC have confirmed you don't work for them. Their message included "...We don't have a member of staff with this name, or similar." Here is the full reply we had posted: Hi Jacqueline, sorry to hear about your negative experience here. Unfortunately, we can’t offer refunds or free date changes for medical reasons, less than 2 months before the trip. This is because at this point the local guides will make all the arrangements for your arrival (e.g., booking accommodation and transfers). However, as you have already taken out travel insurance, we’d highly recommend you make a claim using this (as it’s exactly what it’s designed for). You can print your invoice directly from your Skyhook dashboard to do this (and find the travel insurance number you’ve entered there). If you need any other help with this, please do let me know. I do appreciate it would be easier to get a refund from the local guides (through the Skyhook platform), but in this case we must also be fair to them. Please do remember that all trips on Skyhook are run by small hand-picked local guiding companies (typically with just 1-3 guides), so things like this can also have a large financial impact for them. We do appreciate making an insurance claim can take a little more time however, so my apologies for that. Finally, we do completely respect your right to leave a review and share your opinion. However, we did contact the BBC specifically as we were understandably a little concerned, and they have replied saying that you don’t work for them. We do feel this is therefore a little miss-leading for other readers of this review. However as mentioned we completely respect your right to voice a complaint, and whilst we can’t change our decision on this matter, we are still very happy to help with anything else and/or provide any information your need for your insurance claim.

Hi, thanks for leaving your review. By the way, we do respond to all messages within 1 working day - so if you feel a message has been missed then please do send it to us using https://www.skyhookadventure.com/help/contact and we'll pick it up for you right away. Unfortunately we can't see your name here to look it up for you. If your trip was cancelled by us due to Covid-19, you would have been eligible for a full refund. However if you cancelled your booking when the trip wasn't cancelled (e.g. by clicking cancel or not paying the balance by the deadline), unfortunately you wouldn't be eligible for a refund. If you cancelled the booking however, you would still have received a lifetime deposit credit (for the deposit) so that you book back on in the future without loosing out. I hope that helps!

Thanks for the kind words @EdytaEO!

Hi Alexandre - dropping our response here as well in case you didn't see it, as I can see we replied on a different review site. Hi Alexandre - thanks for the feedback and I can see we've replied to your emails, but I wanted to follow up here as well. We very much appreciate the detailed feedback, and I want to reassure you that we had taken these concerns very seriously. Whilst the guiding team has previously been trained to the very high standards of the UK Mountain Leader syllabus, we have taken the precaution of adding in some additional measures. I can confirm all the guides participated in and have now completed mandatory re-training to make sure everyone is following best practice on safety, and also ensuring a comfortable trekking experience with regular breaks at least every 30 minutes. Having collected feedback from subsequent trips personally, this has been very well received. In addition, we had spoken to the specific guides on your group as well as the other trip members to get any feedback that they had. As the most popular provider of Toubkal trips in Morocco, we take great pride in raising the bar with safety, as well as giving a kick-ass experience. In general we've had over 1,500 happy customers and good reviews from this trip, but we're always keen to improve and do more. I do appreciate some time has passed now since our original emails, but if there is anything else we can help you with please don't hesitate to let me know. Thanks, Alan

Thanks for the kind words Gareth - glad you had a fantastic trip!