Hello Tristan,
Thank you for your review. I’m sorry to hear you had such a frustrating experience, but I really appreciate you bringing this issue to my attention. Our miscommunication regarding a refund is not okay, and I’m truly sorry that’s what you experienced with us. I appreciate you taking the time to talk on the phone with me today and giving me the opportunity to make this right for you. I also want you to know that I’ve spoken to the front desk team about this, and we’re going to make sure this isn’t an issue moving forward.
I’m elated to hear that the Zipline tour and tour guides were awesome. I’ll be sure to let the tour guides know that their work is appreciated! Making our customers happy is always at the top of our to-do list, and I’m glad you saw that side of us before the lightning caused us to call the tour. I hope you’ll give us another chance so we can build on what worked here and fix what didn’t.
In the meantime, if there’s anything else you want to share with us, please call and ask for me personally.
Thanks again!
Paula