We are sorry to hear about your disappointment with our tour and the cancellation of the snowmobiling portion due to weather conditions. We understand that it can be frustrating when circumstances beyond our control affect the tour experience.
Regarding the refund, we apologize for any confusion or miscommunication. Before departing on the tour, our guide explained that if the snowmobiling portion was canceled, we would offer a partial refund for the portion of the tour that was affected. This policy is clearly stated on our website and in our terms and conditions. We did offer a 50% refund as per our policy, and we regret if this was not satisfactory for you.
We understand that the cost of a bus tour to the secret lagoon is significantly lower, but it's important to note that our tour offers a different experience. Our tour is conducted in Superjeeps, which incur higher costs. Furthermore, the hot spring stop is not the main focus of our tour, but rather an additional experience on the way back from the snowmobiling adventure.
Regarding your comments about our guide's behavior, we take these concerns seriously, and we will investigate the matter further. We strive to maintain a high level of professionalism in our tours and expect our guides to adhere to this standard.
We appreciate your feedback and will take it into consideration as we continue to improve our services. We hope that you will consider joining us for another tour in the future.