Dear Melanie,
We regret that you feel that we have deceived you, but please believe us that the tour you took was the same as the tour you have booked on Viator.
Our customer service team explained to you that the trip you booked on Viator does not describe that you will climb to the summit of Nevado de Toluca, we also sent you, days before the trip, an email where clearly says that the trip is a hike around the lagoons.
It is true that we also have the option to climb to the summit (booking not available on Viator) and sometimes we have both options on the same day, that was the situation on January 27th. Maybe that was your confusion.
During this season there are many people visiting Nevado de Toluca and it can be a different experience. If you are looking for fewer people, we recommend visiting it in the months of March, April, May, October and November.
We feel that we don't deserve only one star because you comment in your review that our services are good, but anyway we appreciate your review.