Dear Danny, first: we are very sorry to read about your unhappy experience. We are here to make all our customers happy and satisfied. When this is not the case, we’d like to do everything in our power to change that. We truly regret that we could not get any feedback right away to solve or change your dissatisfaction directly.
We are also very surprised about this review. We always had a lot of contact with you. After the tour, our desk attendant asked how everything was, which is for us the moment to reveal honest feedback from our guests. The response was that everything was great. We received an email afterwards from your end stating that everything was great. It’s a pity for both parties that we could not offer you anything at that moment to have you leave as a happy customer!
As usual, our tour instructor traveled with a first aid kit and indeed instructed us afterwards that your wife fell. He had asked her how she was doing, if she was feeling okay and she responded that she was fine. He asked if she wanted to continue the tour and your wife agreed with that. The tour guide also did send you the pictures. Regarding the bikes: in the Viator reservation we always ask to fill in the heights, so we can bring the correct sizes of bikes. Based on the given heights, we brought you 2 Medium and 2 Large bikes. This was according to every bike form globally. If you would have wanted anything different, we could have changed it right away at the spot. After your review, we tried calling you but unfortunately, we could never reach you anymore. We feel very sorry for this all of a sudden bad experience.
Reviews like this have a strong impact on our business and we would have rather received a straightforward feedback. This way we would have been able to help you wherever we could or offer you a full refund.