What a scam. Zero animals. Guide showed us 1 wasp. Gee, thanks. So when I requested a refund, was denied. I wrote bad reviews, and than got the run around about refund. Greedy. Go to Manuel Antonio or Carara instead for less money and non stop animal sightings of all kinds. Avoid this place. Per your company, not Viator, response to me directly due to my bad review from Paola M. " We take your feedback about our transparency and service very seriously. We want to address your refund request and the frustrations you experienced directly. Please contact us via WhatsApp at +52 998 537 1836 so we can review your case personally". Than I contacted WhatsApp and that person told me to contact you via emailabout my refund. "Good day I’m Sending you the email of the person in charge of the refund so you can check it directly with her " Than I sent an email and that person said "We have not authorized any refund for this reservation because the services were used and the park visit took place normally. Consequently, we are not processing any refund directly to your credit card or through Viator." So from your response from my review, telling me to contact you via WhatsApp for my refund. Which I did. From that person telling me to email someone else. Which I did. To that person saying no refund. What? Did you think I would not contact you after the review to WhatsApp? And than what? Did you think I would not contact you via email? This is a total run around. Shame on you!!!
Dear Guest, Thank you for reaching out to us again. We hear your frustration clearly, and we sincerely apologize for the communication breakdown and the runaround you experienced between our teams. It was never our intention to mislead you or make this process more difficult. We understand your disappointment regarding the final decision on your refund. Because the aerial tram and high ropes services were fully operational and completed, our standard ticketing policy states that refunds cannot be issued for completed tours. We know that you chose our park hoping to see Costa Rica's vibrant wildlife, and we are truly sorry that your tour fell short of that expectation. While localized coastal spots like Manuel Antonio provide different habitats, our location is a primary rainforest sanctuary where the ecosystem is wild, vast, and entirely unpredictable. Animal migrations and sightings depend entirely on nature and can never be guaranteed, which is why our experiences focus heavily on the unique botany and perspective of the forest canopy. We take your feedback regarding our internal communication very seriously and are addressing this with our support staff to ensure future guests receive clear, consistent information. We appreciate your time and wish you the very best in your future travels.
