Dear Felisha,
Thank you for sharing your feedback about your experience. We respect your opinion, and we'd like to address some points to provide further clarity on our services.
Firstly, we appreciate your observations and understand your concern about the fees. We want to clarify that the only additional fee we have is $20 USD per person, which covers the park entrance and land use. This fee is clearly mentioned and described before making a reservation, under the "What's Included" section of the tour. It's important to note that this fee is mandated by the park, and the tour companies are required to collect it during check-in before starting the activity.
Regarding the tour duration, we understand that you mentioned it was only one hour and ten minutes, which was shorter than the anticipated three hours. We'd like to clarify that the three-hour duration refers to the total activity time, including pick-up from your hotel, Airbnb or cruisechip port, check-in procedures, and other complementary activities that are part of the overall experience.
We value your feedback, and we want to assure you that we take guest satisfaction seriously. We will carefully review our processes and routes to ensure a more enriching experience for all our guests.
We hope to have the opportunity to welcome you back in the future and offer you an improved and more enjoyable experience.
If you have any further concerns or questions, please don't hesitate to reach out to our customer service team. We are here to address any issues and ensure your next visit exceeds your expectations.
Best regards,