Hi Paige,
A few points of clarification - I understand that mistakes happen and we always do our best to help our guests. When you reached out to Everglades Day Safari on the morning of the tour that you scheduled (2/20) and asked to reschedule or get a refund, my reservationist said that there was nothing that he could do because the tour was booked through Viator. The payment was made through Viator and they have a 24 hour cancellation policy. Everglades Day Safari did not collect your money and cannot provide a refund. I understand you were frustrated but instead of reaching out to me - the owner of the company, you submitted surveys and reviews of my company, blasting us and saying terrible things about my staff and guides despite never even going on the tour. When we finally did speak and I agreed to ask Viator to refund your tour I asked you not to write a bad review on Viator because I've been down that road in the past where we try to make things right and the aggravated guest just tees off anyway. And what do you know - you got your way - and you gave us a one star review. But that's ok. I'd like to think it says more about a person that booked a tour, didn't read the confirmation and took it out on a company and their staff for the guest's mistake than the company itself. The rest of our excellent reviews speak for themselves.