Hey Lawrence,
I would like to really apologise for our lack of communication on this one. However, we had to cancel this trip due to poor weather conditions. Unfortunately, we are at the mercy of the weather if we want to run a safe trip and this can change in an instant, meaning we have to make a call last minute occasionally.
We always try and communicate as best we can with our customers through email and phone calls, however bookings made through Viator go through the Viator messenger app which can be easy to miss. Sadly our only option.
As for the phone calls, it is possible that our operations manager was on the phone with other customers on that night having the same conversation.
Ultimately, we are very sorry that we didn't communicate with you at our usual 5* standard and that we didn't get to go paddling with you.
Have a lovely time on your holiday in NZ.
Tom