Thank you for your review Perry.
We are sorry to hear that your experience was not what you expected. We could not accommodate a refund as you decided of your own volition to not continue with the tour and our cancelation policy is 24hrs in advance for the refund.
In regards to the concerns you have noted for us in your review. I feel I must address them here, publicly as you did voice them in a public forum. If you would have wanted to continue, the passengers seat next to the driver is always available for people who not feel comfortable in the back, you just need to ask, and we are more than sure that if you had wanted to, we could have talked to the group and moved you. The van fits 14 people, we understand it is not too comfortable for the full 14, therefor we only service a maximum of 12, and still the tour that day had only 8. The a/c was replaced with a new one around 3 months ago, and it is in great working order, but surely it takes a bit of time to get to the back, nonetheless it reaches the back after 10minutes, we have tested it ourselves with a full van, also, if it would have consistently happened throughout the whole trip, which it did not, we would've provided a refund for the experience. I also would like to apologize that it is not clear that the first stop, Faro Los Morrillos, which is clearly posted in Viator, mentions that it is 2 hours and 30 minutes away, at which point you get out of the van, and then the next time you get in the van you stay in it for 5 minutes to get back down at the salt pools, and 20minutes to make it to the Boqueron, and finally the last time to get back to San Juan, which would be another 2 hours and 30 minutes, for a total of 5 hours and 30 minutes, with enough time to stretch your legs, as we do make strategic stops to let people stretch their legs for comfortability. We know this is a long ride, and we do not hide it.
Not only do we review your reason for the refund, and for the situation, we also have to review our tour guides feedback. And getting both sides of the story, we understood that you omitted to let us know you had conditions, which we state clearly that we do not recommend it for people with conditions. You opted directly to not continue the tour, instead of asking for a solution, which when I tried to have our tour guide provide to you, he was even scared of asking to have you go back in the van to take you to a safe place for you to go back to San Juan because you were so adamant about not getting back in the perfectly working van. Then you proceed to review us without even having the courtesy to completely detail the full interaction in order to mislead others as you are mad that you did not get your money back for a tour you did not research well, did not inform of your condition to the operators, and did not allow the operators to solve the situation for you, which you could have avoided by simply asking to be sat in front.