Thanks for sharing your review. When booking an adventure with us on any online platform (in your case Viator), you are provided with important information of what to be aware before booking with us. One of the first things you see on ANY of Viator’s activity offers, is the activity duration which in your case clearly states “6-8 hours approx.” After that there is an overview of the activity, inclusions, exclusions, pick up information, additional information, etc.. You get informed about weight restrictions even before booking the activity, which is 260lbs for Zip Lines and Horseback Riding and 350lbs for the ATV’s. You still booked this tour disregarding this information. On the day of your excursion (April 7th), you signed a waiver during the transfer to our park. Again you disregarded the information about the weight limit and other restrictions. You even did check “NO” on the field asking if you have to inform the guide regarding any health matters, including overweight. However, your actual weight was far over 300lb.
I (Daniel) have greeted you and the rest of the group myself and explained about the itinerary. Your first activity was the ATV tour, which you said you really enjoyed. Arriving back at our ranch the guides took you for the Horseback Riding. After providing you with riding instructions, everybody was mounted on their horse and all saddles were tightened again, as always. The tour began through the countryside. Even being instructed not to gallop, you tried to go faster to reach the front of the group. Being physically not in the best shape, with your body weight you could see that it was quiet a challenge to hold balance on the saddle. Leaning a little to much to the side caused you to fall over. You had a minor, barely visible scratch on your right arm. I have disinfected the area as precaution and you told me you where doing well. However, if all instructions would have been followed by you, this could have been avoided.
After enjoying a home-cooked meal at the restaurant, I kindly explained you that due to your overweight you where not able to join the Zip Lines. You and your wife asked if you could get a refund for that. We agreed, explaining that all payments are being handled by Viator, and that we would contact them to proceed with a partial refund. The Horseback Riding & ATV package has a price of US$125. You should receive the balance of US$35 and a confirmation email from Viator shortly.
Your wife still wanted to go to the Zip Lines and you asked our guide “Benny” if there is an option you could go and watch her. He offered you to bring you to the Zip Line #6 on a Horse (which was happily accepted by you). I saw you passing by the garden, where I was attending other customers. You actually looked very happy on the horse again, saluted me and the other guests, and you even laughed.
After coming back Benny told me that you and your wife wanted to leave earlier due to COVID testing, which was never mentioned by you before. After your wife skipped the last 2 Ziplines, the other 3 guests from your group finished the Ziplines and your transfer back to the resort started 15 to 20 minutes after your request.
I don’t think that it is our fault if you missed your Covid testing. You should have advised us latest at pick up in the morning and not when you think it is time for you to leave. You should not blame us when you are disregarding or not reading a tour description, not meeting certain requirements or following instructions.
Receiving a 1 star rating for a customers mistakes is quite frustrating .
We would highly appreciate if you could overthink your review.
All the best,