Kris,
We are terribly sorry for the disappointment you experienced during your recent visit. We understand how frustrating it may have been for you to prepare for this tour, only to find out it was not possible to participate. We want to reassure you that we prioritize safety above all else and hold a firm stance against discrimination in any form. Our actions were solely aimed at ensuring your safety during the tour. Your safety is our utmost priority to us, and we deeply regret any frustration or inconvenience this situation may have caused you.
Our weight limits are set per the guidelines from the manufacturer of our kayaks, and our adherence to these limitations is a crucial safety measure for our guests. We strive to communicate these guidelines clearly through our listing, as well as the emails and waivers we send out to every booking. Our waivers include a weight limit acknowledgment, and anything entered over our safety limits will prompt guests to reach out to us to discuss participation in the tour. Despite our multiple attempts to ensure guests sign the required waivers, if a guest fails to complete all waivers prior to arrival for their tour, they may miss these important safety prompts, potentially leading to onsite cancellations. We completely understand your disappointment and frustration, and we genuinely apologize for any inconvenience this may have caused you.
Because your booking was made via Trip Advisor, a third-party platform, which processes and retains your payment, refunds must be handled through their platform directly, as we unfortunately lack the capability to issue a refund on their end. We appreciate your patience throughout the refund process facilitated with TripAdvisor and are relieved to have confirmation that you have been refunded for the tour.
After our conversation, we are actively exploring alternative equipment options to better accommodate a wider range of weights, with the aim of making our tours more inclusive in the future. We again regret any inconvenience this may have caused you and greatly value your feedback, which helps us improve our services. We hope to have the opportunity to welcome you back in the future under more accommodating circumstances.