Dear Sandra,
As my colleague Lynnette kindly explained on the conversation you had the other day, all this negative situation was experienced with Viator/TripAdvisor's Customer Support. We are Bespoke, the local provider. You never spoke to us prior to the day of the tour.
The lady who sold this tour over the phone is in charge of selling all the products, from all over the world, found on their website. She neglected to read our description in order to know the Off the Beaten Path tour is not suitable for elderly persons, children under 7, or persons with mobility issues or other serious medical conditions. We have clearly listed these disclaimers on the description, as well as on the confirmation voucher. You were instructed to address this issue and claim this refund directly to them.
As you well know, once the guide explained on the bus how the tour was going to be and realized you were not going to be able to do it, we promptly sent a driver to pick you up in Luquillo. Otherwise you would have had to wait for the bus to return several hours later, or incur into a taxi or Uber cost back into San Juan. As a responsible company we made sure all safety requirements and limitations are listed, we responded and provided a solution to your problem right on spot. We are not the liars and scammers.
Future travelers, you need to understand Viator is who connects all the travelers into one site, to find the best local experiences. Reviews left are always for the local provider. Please make sure to read the entire description and contact US for any specifics about your tour. We are the ones with the expertise, and is sad to be rated poorly on something we did not do wrong.