Thank you so much for taking the time to leave your feedback. Nicholas is a very friendly and professional guide as you can read in other reviews. Unfortunately, you requested changes to a day tour that isn´t customizable, nevertheless, Nicholas tried to do his best.
We first altered the visit order by taking you to drop off your luggage because you were staying at the lake for some nights. Nicholas carried the suitcases and accompanied you to the lodge to make sure the bags were safe during the tour. Considering this is a "day tour", that wasn´t the guide's job but he did it pleasantly.
Regarding the visit to the lookout up on the hill, this is not part of the tour. Visiting this attraction involves time and extra costs, this is why is not part of our tour. He always explained all these details. At the end of the tour, he couldn´t be heading back with you to the village you were staying. That was an extra cost for him, just like you mentioned he lives in a different Mayan village and as you know, most villages are reachable by boat only and transportation is expensive.
Our number one policy is, always give the extra mile to achieve customer´s complete satisfaction. We normally don´t do changes to an activity that is not customizable, however, we did our best to adapt it.
All our guides have years of experience they´re very professional. We´re very sorry that you didn´t enjoy the activity.