I wanted to apologize for the experience you had with our transportation and guides during your recent visit to the Monkey Encounter and Ziplining tour. We're sorry to hear that the journey was uncomfortable for you, especially during the last 30 minutes on a bumpy dirt road. We understand that this detracted from your overall enjoyment of the experience, and for that, we apologize.
Regarding the last-minute request for additional payment, we apologize for any inconvenience this caused you But we always try to let the client know how far it is and for which we must charge, also in the pick up section of the excursion we have a warning of the extra payment if it is too far from the area of the activity.
Which you accepted when I let you know, but we still apologize for the inconvenience.
We appreciate your feedback and will take your comments on board to improve our services for future visitors. We hope that you'll consider giving us another chance to show you the best of what our country has to offer.