Dear Christa, we did reply to your refund request on Oct 4th, the morning after you sent it.
Every person can have his or her opinion on what is a difficult exercise. We have had children from the of 5 up to senior citizens in their 80´s do this tour without any problem and the reason is that it does NOT require guests to be "extremely physically fit to participate" as you chose to describe it.
If your medical condition - which you did not disclose before taking the tour and we therefore had no idea about - prevents you from walking down 60 steps of stairs (not 10 flights of stairs) then you should probably either refrain from taking outdoor tours or at the very least inquire about them on beforehand to check if you medical condition will allow you to participate in full.
You are of course entitled to express your opinion of the tour as "terrible" and award it a 1-star rating - but we really hope that anyone reading this review will also take the time to read some of the many, many positive reviews our guests have been kind enough to post.