Hello! We are sorry your experience wasn't what you were expecting. Once again, we want to clarify that Las Paylas, the river and area we visit, is a part of El Yunque. This means it is a protected environment and therefore it can't be altered. For instance, we have natural rock waterslides that make it impossible for there to be ladders or boardwalks like you mentioned above.
When it comes to safety, I am the only company that offers helmets for the tour. And the lifejackets are available for people that don't swim, which wasn't your case. Both things are always available and it's the client's choice to use them or not.
On the other hand, this tour is not advertised as a hiking tour. Actually, when you check the reviews, most people mention that they chose this specific tour because it only involves a really short hike.
I've been doing this tour for about seven years and through Viator for about one. Your trip is the only one where I did not receive a 5 star review, and it was even done on Christmas Day.