Dunn's River Falls Climb plus Ziplines, ATV, Horse Ride & Swim from Ocho Rios

Hello Samantha, Thank you for taking the time to write your review. Below we have addressed each of your accusations to bring clarity, truth, and closure to this matter. Accusation#1 * We did not know about the 230 lbs weight restriction. Response: It is your responsibility to read the information provided in the tour description product before making the reservation. The weight restriction of 230 lbs is clearly written in the additional information section of the tour description addressing all the restrictions: the 230 lbs weight limit restriction, wheelchair accessibility, pregnant participants, participants with back problems and major illnesses, as well an advisory that all participants must have a valid driver's license for the ATV portion of your experience. Additionally, at the attraction, you were also provided with a waiver form that also stated all restrictions included the 230 lbs weight restrictions which you and your group members reviewed and signed. Please refer to your copy of the waiver. Accusation#2 *Two of the people in our group didn’t get to do the horseback or zip lining tour and they are refusing to give us our money back. Response: Your request for a refund was denied by the attraction because of the weight restrictions stated in both the website's product information section and on the waiver. We requested a courtesy refund on your behalf and that was denied. Refunds are entirely at the discretion of the attraction. Additionally, the attraction has notified us that there was only one notation on your reservation at the attraction which identified 1 participant with the initials N.R, and stated the guest was overweight and is unable to participate in the zipline portion of the tour as the harness can not fit. Accusation#3 *They lied and said all we had to do was call and they will refund us but now they are refusing to. Response: The Attraction has advised us that no such communication was offered to you and there is no record or proof of such communication in their system. Recommendation: Next time please read the details of your trip and if you are in doubt communicate and get clarification before you make your payment We would however like to set the record straight. Our company is a fully licensed and reputable Tour Operator, with a proud tradition of treating all our customers fairly. We take offense to your malicious accusation that your booked excursion is a scam and categorically reject your assertion.

Good Day Pamela, Our #1 priority is for all our customers to enjoy their experience in the safest possible way. It is unfortunate that you have chosen to write this review before a resolution was given, but we do understand that customers can be apprehensive and anxious for a resolution despite the facts. Unfortunately, some activities have limitations to protect customers and the animals, in this case, the horses and therefore a weight limit is set which is clearly displayed on the tour for all customer to see before you choose to book and also in a waiver you would have to sign at the attraction. We also know customers sometimes deliberately ignore these limitations hoping it would not apply to them at the last minute, clearly at this point the attraction has all right to ensure safety for all as required by law for which we have no control. Your request for a refund was brought to our attention by a Trip Advisor agent as you made the booking through Viator. It was communicated to the agent we will investigate with the attraction and provide a resolution as soon as this process is completed. A refund at this point is at the discretion of the attraction and until they provide a reply we are unable to provide a confirmation. Of course, should a favorable response be provided by the attraction, the appropriate refund would be extended to the customer.