Hi Lucas,
thank you for taking the time to share your experience. We are sorry to hear you didn't like the tour. First of all I wat to clarify that in this tour there is no snorkeling activity, and no where in the description or in the inclusions there is written that you can snorkel. Saona is a tour to enjoy the beach (one of the most beautiful in the country), but there is not interesting underworld and marine life around, that's why in this tour is not offered. So the staff could answer only no when you asked for the snorkeling equipment, because we don't offer it.
The stay at the island is normally 3 hours, 1 for lunch and 2 for relaxing and enjoying the beach. Every day is the same, so I doubt yesterday you spent only 2 hours. Yes, once there, the beach is the main attraction so having a bath or sitting on a bed chair is what you usually do...exactly as it's written in the tour description.
The duration of the tour (9-10 hours usually) has been longer for you as your hotel was not located in Punta Cana, but in Uvero Alto, which is 45 minutes away from Punta Cana around, in the opposite direction of Saona Island... that means more time needed to reach Bayahibe and more time needed to get back to your hotel compared to any hotel in Punta Cana.
Definitely for all the details you reported, the driver in charge yesterday didn't act professionaly and we will assume the consecuencies for his behavior.
With that said, we can't agree with a full refund as you requested, as the tour took place regurarly with all the inclusions written on the tour page. We're sorry you didn't have a good time and the tour didn't meet your expectations.
saludos,
Claudio