Hi Cindy!
Thank you very much for telling us about your experience in this activity, we sincerely apologize for this isolated inconvenience that occurred. You booked two days in advance, and in a completely isolated event, our assigned guide for your activity had a strong blow to her arm the night before, and she was unable to work the next day. So in order not to cancel your tour the night before, we decided to add you to a group that was going to visit the same volcanic complex. We join you with a group to climb the volcano with a local guide.
To try to fix this problem, we offered and took you to Playa El Tunco, (your next destination) where normally a transfer has a value of $ 40.00 USD. You had also forgotten your shoes, and we sent them to you from San Salvador to El Tunco beach, without any surcharge, (as we already mentioned the transfer has a price of $ 40.00 USD).
Cindy, We again regret this inconvenience and the discomfort that may have been generated in this experience. It is something that we know was not your fault, and we did everything to solve it and offer compensation (your transfer to Playa El Tunco). As I mentioned, an isolated event. We have more than 300 reviews between Viator and TripAdvisor and this is the first comment we have with 1 star. We will do everything possible to improve our processes, and prevent this type of problem from being repeated, thank you for sharing it with us.