Dear Diane_E,
Thank you for providing honest feedback on the Small Groups El Yunque Rainforest Tour with Water Slide + Beach. We are genuinely sorry to hear that your experience did not fully meet your expectations and that you encountered several issues during your tour.
First and foremost, we are relieved to hear that you were okay after the incident at the water slide, although we regret that it occurred. The safety and well-being of our guests are of utmost importance to us, and we take your concerns seriously. We will review our safety protocols and how we present the tour's physical demands and risks to ensure our guests are better prepared for the adventure aspects of the tour.
We're glad to know that Vincent, your tour guide, was a highlight of your day. His knowledge, enthusiasm, and sense of humor are qualities we value highly, and we're pleased he was able to enhance your experience despite the challenges. Your kind words about Vincent will be shared with him, as recognition for his dedication is always appreciated.
We understand your disappointment regarding the limited exploration of the rainforest and the conditions of the beach visit. Your feedback is crucial in helping us improve our tour descriptions and in setting the right expectations for our future guests. We aim to provide clear, accurate information about the nature of our tours, including the locations visited and the physical requirements involved.
Regarding the experience at Loiza Beach, we are saddened to hear that it did not live up to the standards we strive to offer. We will immediately reassess our tour stops and make necessary adjustments to ensure our guests have a more enjoyable and fulfilling experience.
Please accept our sincere apologies for any inconvenience or discomfort you experienced. We are committed to making things right and would appreciate the opportunity to discuss how we can make your experience better in the future. Your feedback is invaluable to us as we strive to improve and provide all our guests with the memorable and enjoyable tours they expect and deserve.
Thank you again for bringing these matters to our attention. We hope to have the chance to welcome you back and provide you with a truly exceptional tour experience.
Warmest regards,
Jomarie
I Tour Puerto Rico