“We are extremely disappointed to have received the poor review of your experience for our product. As was explained to you on the day, a response had been sent to your viator account explaining that you could not be accommodated on the day of the original booking. Unfortunately we do not receive any direct contact details from Viator and have to rely on the communication avenue that viator provide.
On the day our office staff very quickly contacted the lodge and were able to secure you a lunch booking the very next day, this did come with added cost to us as we then utilised a larger helicopter to accommodate you at no additional cost to yourselves.
We do not receive any payment from viator until the booking is complete and so any funds are held with viator and not with us.
We have broached the subject of communication with clients previously with viator, and will do so again in light of your experience.
We hope that this reply goes to some length to explain the process, and that the actual flight and lunch was overall a positive experience for you both.
Please feel free to contact me directly at recption@wellingtonhelicopters.net.nz if you would like to discuss this further and consider amending your review.
Sincerely Dai Daniel.”