Pura Aventura

General information

Throughout our years of operating holidays to Spain and Latin America we have learnt a thing or two about what makes a difference to your holiday.

We think it comes down to four main areas where we have to earn your trust.

1) You trust us to create your holiday. Our consultants do not earn commission. In fact they are told not to worry about selling at all. What they do is focus 100% on creating the best possible holiday for you. It means that it is nobody’s interest to sell you the wrong holiday. We give you honest open advice based on our own extensive knowledge. We also sweat the details like avoiding early flights, not having you change hotel every other night, making sure you spend time in the great outdoors, not inside a van, the list is endless.

2) We have to earn your trust again as we look after you in the run up to your holiday. The worst thing in the world is to get great service when you are looking to buy something only to find that it evaporates once you’ve paid your money. We are here to answer questions, to help and explain throughout the pre-departure period. If we think we have found a better way to do things between your booking and the start of your holiday we’ll make changes, with your permission.

3) The most important time to earn your trust is when you actually go on your holiday. It’s here that we work hardest. Our operations team is the same size as our sales team. Because we work with such a diverse team of suppliers for each holiday, we have to make sure everyone is working together and that your trip runs seamlessly from start to finish.

4) When you get back, you trust us to listen to feedback. There’s always room for improvement, be it a new restaurant, somewhere you loved or something which simply didn’t work so well. One time a dead tree referred to in the walking notes for our Inn to Inn holiday in the Picos sprang back to life. Anything can happen. You can trust that we’ve listened to the people before. By listening and making changes where they need to happen, we hope to earn your trust to travel with us again.
We think we are doing something right. Our feedback, particularly on Feefo, makes us all very proud and motivates us to keep getting better. For Sarah it’s almost an obsession. It is what gets us out of bed in the morning and drives us to continue creating and delivering amazing experiences.

Since 2007 we have received an average of roughly one letter of complaint every other year and those were resolved to everyone’s apparent satisfaction. This doesn’t mean we assume anything or rest on our laurels, on the contrary, it means that we hate getting complaints more than ever.