Hi, Gloria. We communicated with TripAdvisor/Viator to provide you with a refund. Unfortunately, the nuances of your circumstances often don't get communicated between a third-party entity such as TripAdvisor/Viator and the company offering the experience. No doubt it's a shared frustration and a communication channel that needs improving.
In limited situations, we do allow unaccompanied minors on our raft trips. But unfortunately, we didn't have the opportunity to discuss your particular circumstance due to the communicative challenges imposed by a third-party booking.
That said, with the high water environment (Class IV) we were facing on the day of the selected experience, best practices do not allow for unaccompanied minors on our experiences. This is out of an abundance of caution to ensure the safety of the individual, and those individuals sharing the raft. It is also important to Defiance Rafting that those individuals engaging in a higher-risk activity have the capacity to acknowledge the potential risks and provide informed consent to participate in that activity.
I hope the frustrations you've experienced in this attempt at introducing your grandson to the thrills of whitewater rafting don't impede future efforts to get on the river, wherever that opportunity presents itself. The river's a pretty special place; I'm bummed we couldn't make it happen this time around.
I hope you have an excellent time with your Grandson. And if you have any questions or additional feedback you can reach me directly at 970.404.3022. Take care – Gregory