We received the booking confirmation email, but never received the followup email for pickup location and time. Upon calling Runners Adventures the morning of the event, we were told that they did not accept the booking and canceled on us. This left us with no time to pivot to an alternate excursion as early departures had already left.
Dear Visitor, Thank you for sharing your experience. We would like to clarify that your reservation was not canceled by us. Unfortunately, it had not been confirmed, which is why no pickup confirmation was sent. As soon as you contacted us, we explained the situation and offered you the option to reschedule your excursion for another available date or receive a full refund. We sincerely regret that this affected your plans and understand how disappointing it was. Your feedback is appreciated, and we will continue working to improve our communication process to help prevent situations like this in the future.
