Dear Bettina,
We are so sorry that you felt the need to write this review. As explained to you personally, we had just arrived from the afternoon tour with a customer that got injured because of the big waves that started to show by the end of the afternoon tour. You are correct, we should have try to contact all the clients for the next tour, but we arrived late from the afternoon tour because of the bad weather that suddenly started almost at the end of the afternoon tour, (this is the Atlantic, sometimes this happens) and with a person that got injured (felt in the stairs), so it was quite a difficult situation to me to handle with everything at the same time.
We tried to rebook you, as we did with the other clients that were booked at your Sunset tour, but you didn't accept. It would be good to mention at the time i explained to you that there were no conditions of safety to do your tour and that you would want us to pay your expenses for the taxi. You didn't mention anything like this...
We would like to remember that this is an open-air activity and that the sea can change sometimes very fast, that's why it is written: "According to the weather conditions".
About the refund, please be so kind to check it better, I got in touch with Viator / Tripadvisor and the information I got is that the refund was done.
Please contact us directly in case it was not done, and we will get in touch again with them to make sure it is done. Usually, there are no problems with the refunds. You should be refunded exactly by the same method that you have paid them.
Here is our email in case you need to contact us for this issue: bookings@algarveseasights.com
Again we are so sorry for your disappointment, but it was an atypical day in our operation, and i ask you to understand a day with some Kaos made by the weather and an injured client. If you can understand that, i kindly ask you to delete this review and please come again with us next time you come to the Algarve.
Wish you all the best,