Hello! Thanks for the review and for allowing us to clear this up.
So, TripAdvisor has recently made some major changes, (positive ones), that have made us decide to finally allow them to sell our tours. (Up until this point we did not as commissions were too high, making our tours appear too expensive)
THE MOMENT we received your reservation, our dedicated team sent multiple emails to trip advisor explaining the issue,
Finally, after not receiving a reply from Viator in time, we sent a direct communication to you explaining that yes, for some reason, the tour was sold at basically 75% of the actual cost of the tour, and we would either refund 100% of the money paid, or we would need to collect the other 25% to operate the tour.
As we are not a large company by any means it is impossible to operate a tour for less than it costs (and as you saw the tour has GREAT value for the money)
We did explore many options to accommodate you, including offering to accept the extra 25% in cash the morning of the tour.
You decided to rebook through TripAdvisor, and thankfully, you were able to go on the tour- and had the great experience we all wanted you to.
We are SUPER PROUD, you all had a great time, and are glad to inform you that through this little incident, Viatour has contacted us and we have resolved the issue so that future travelers do not have the same inconvenience that you did.
Again, thanks for the review, and for allowing us to clear this up!
As you can see by our many, many, many reviews under our TripAdvisor profile (2000m descent and more) this was an isolated incident, and I’d like future travelers to realize that IF there is ever an issue with our clients- they can see the extent of how we solve it.
Our mission is to show the world just how beautiful Colombia is through Adventure and Adrenaline!
...and again we are SUPER PROUD, that although this time was a bit of a challenge.. the tour was a success!