Dear Trinidad:
Thank you for taking the time to share your feedback on your recent tour with us. We were surprised to learn about your concerns, as your review indicated in the first paragraph that the overall tour experience aligned with our promises.
Regarding the hat incident, our standard procedure involves cautioning guests about the potential difficulties on certain routes, especially during activities like the buggy and sandboarding and we did it in two opportunities before starting the activity. We understand that the road conditions can be challenging, and we aim to minimize any inconvenience to our customers. Our pre-warning about potential incidents is precisely aimed at minimizing disruptions and allowing us to assist individuals without causing inconvenience to the group.
While we strive to assist with personal belongings, taking responsibility for one's items is crucial to maintaining the efficiency and fairness of the overall experience.
We understand the frustration and disappointment you must have felt, especially after the enjoyable experiences you had with the tour, but you have to know that we assist you as far as we can.
We appreciate your understanding and hope to have the opportunity to serve you again.
Warm regards,