Dear Mary Longinotti,
Thank you for sharing your feedback regarding your recent experience with our Full-Day El Yunque Rainforest and Luquillo Beach Tour via Viator. We sincerely apologize for any inconvenience or disappointment you encountered during your excursion.
To address your concerns, I'd like to provide some clarification on the circumstances you mentioned. Our tour typically combines two distinct experiences: exploring the captivating El Yunque Rainforest and enjoying the scenic beauty of Luquillo Beach. Regrettably, due to unforeseen safety concerns at the rainforest site, we were unable to proceed with the river portion of the tour.
In response to this unexpected development, our team made every effort to ensure alternative arrangements were made promptly. As a result, we adjusted the itinerary to visit Luquillo Beach first and communicated this change to all participants. However, we encountered an additional challenge when our tour bus experienced mechanical issues, leaving us without transportation for the remainder of the tour.
In light of these circumstances, our priority was to address the situation swiftly and responsibly. We made the decision to offer full refunds to all tour participants and advised alternative transportation options, such as utilizing rideshare services like Uber, to facilitate your return to your accommodations.
Furthermore, it's unfortunate that the issue of trash on the beach marred your experience. We share your concern about preserving the natural beauty of our island. Unfortunately, the litter on the beach is often left by tourists, which detracts from the pristine environment that we strive to maintain.
We regret any inconvenience you experienced during this process and understand your frustration with the situation. Please know that we take all feedback seriously and continuously strive to improve the quality of our services. Your comments will be shared with our team for further review and consideration.
Once again, we apologize for any inconvenience encountered and appreciate your understanding. If you have any further questions or concerns, please do not hesitate to contact us directly. Thank you for bringing this matter to our attention.
Sincerely,
Jomarie