Mr. Jordan
We do not know the purpose for which you express yourself this way when we have letters signed by you.
The refund was made and Viator sent us the notification
We recommend that the next time you go on a tour any tour make sure you please read everything carefully.
It is written:
Information travelers need from you:
Important note, on some occasions the Port Captain closes the navigation due to strong winds and currents on the ocean. If this happens, instead of doing the Jungle Tour, you'll proceed to the Lagoon Tour because welfare and safety comes first for our passengers
It is recommended to bring some energy bars or snacks (the tour is too extreme and the box lunch is provided at the end of all the activities to avoid someone getting seasick, dizzy, vomiting or with stomach ache) / This is for your friend that he felt ill, and you asked for the refund of you 3.when being in the park and doing ziplines you were online with Viator asking for the refund.
Dock fee and Ocean National Park tax are not included ($12usd per person, to be paid at check-in)
Transportation to Any Hotel in the Riviera Maya is not avaible, unless you quote price before booking / you were at The riviera Maya and is on writing quote price before booking. your charge was $ 15usd per person round trip., and you agree to it .... if you did not agree, we know that there are other companies which have a similar tour and you can booked, we would gladly make the refund if that was the case.
We are very grateful for this comment, we are sure that the people who read it, will decide whether to believe in what you kindly wrote, or give us the opportunity to serve them, believe me sir that the damage is not only for me, it is for all the people who dedicate their entire day working to provide a quality service ... here money is not the issue.
However,The next time you are in Mexico Cancun, we invite you to visit us again and this time it will be on our own.... You know how to get a hold me, you have my number ( By the way Im Monica the person that help you make the changes on your reservation for the girlfriend been sick and answer all your question).