Dear Beth
Thank you for taking the time to review your experience. You booked your tour through Viator/TripAdvisor. We looked closely at the listing, we were unable to find any details indicative that this is a private tour or lead you to believe so. To the contrary, the listing does state that this is a small group tour and up to 14 passengers may participate, as we use 14 passenger Mercedes Mini buses. There is also no indication on your reservation that a child was part of your party. Although we have no age restrictions for any of our tours, we do not recommend taking a child to 14,115ft, especially if the child is prone to getting altitude sickness.
When you arrived at the departure location 10 minutes late, you told the guide that you weren’t able to join because the child wasn’t feeling well. A gentleman called us stating the same reason and requested a refund. It was never once mentioned that you wanted to cancel because you thought the tour was a private tour or because it was falsely advertised as one.
Your reservation was fully refundable if cancelled 24 hours in advance. If you are able to email me a link where this tour was falsely advertised as a private one, I can assure you a full refund will be issued. If you wish to discuss the matter further, feel free to reach out to me at
[email protected]. Again, We thank you for taking the time to review your experience.