Dear Amy,
We sincerely apologize for the confusion and the inconvenience you experienced. Our instructions clearly indicate not to enter the park but to follow the dirt road to the end. We made an attempt to contact you five minutes before the tour, but unfortunately, the provided phone number was out of service, and we did not receive any attempt to reach out from your end.
Regrettably, we were unable to reach you, and in the interest of accommodating our other guests who had arrived on time, we had to proceed with the tour after a 15-minute wait at the launch site.
Despite the circumstances, a refund for your booking has been processed by Viator.
Best regards,
Venture Outdoors