frequently asked
Clear answers before the next decision.
Questions are grouped by the journey they support. Each answer should link to the next useful action, not leave the traveller at a dead end.
Acatenango
Can I book Acatenango directly?
Yes. Pick a date on the calendar, add the travelers and pay online. Your places are held for 10 minutes while you complete the payment.
What should I prepare?
A large backpack, 3–4 L of water, hiking shoes, a headlamp, rain gear and snacks. Warm clothing is included. Read Safety & preparation before you book.
Can I book for a group?
Yes. Choose the number of travelers when you book; group bookings get an automatic discount, and the calendar shows the one for each date. If a date does not have enough places, the calendar tells you.
Private trips
How is a private route different?
You plan your route day by day with the destinations and activities on the site and send us the request. We reply with a proposal with price and availability; the trip is confirmed when you accept and pay.
Can I add any destination?
Choose from the destinations and activities available in the planner. If you want something that is not listed, tell us in the request notes.
How long does a proposal take?
A planner reviews every request and writes to you by email or WhatsApp with the next step.
Booking and payment
When is my place confirmed?
When the payment provider verifies the payment. At that moment we email you the reference and a link to view your booking.
What happens if the payment fails?
The booking is not confirmed and you are not charged. You can try again from your booking link or write to us with the reference.
Which payment provider do you use?
Payments are processed by a secure Guatemalan payment provider. It may add a processing surcharge, shown before you pay.
Preparation
Do I need previous mountain experience?
It is not required, but it helps. Acatenango is a demanding high-mountain hike designed for active people aged 15 and over in good physical condition. Every traveler needs medical insurance covering high mountains.
What if the weather changes?
We operate rain or shine unless CONRED says otherwise. The guide may adjust the route for safety. Weather is not refundable once the tour is underway; if we cannot start the departure, we move you to a new date.
Changes and cancellations
Can I change the date?
Yes, subject to availability. With 72 hours’ notice or more the change is free; with less than 72 hours there is a 10% surcharge. Write to us with your booking reference.
Can I cancel?
With 72 hours’ notice or more we refund 50%. With less than 72 hours there is no refund, and a no-show loses the full payment.
Traveler information
When do I add traveler details?
During booking, before payment: each traveler’s name, age, nationality and diet, plus one emergency contact for the group.
Who can see sensitive details?
Only authorised staff who prepare and run your trip.
Contact and support
How do I contact QuetzalGo?
Write to info@quetzalgo.gt, call +502 5767 4826 or use the Contact page. If you already have a booking, include its reference.
Can I ask for a private route by email?
Yes, but the planner is the fastest way: we receive your route day by day and can prepare the proposal without back-and-forth.
still unsure?