Hi Romye Dena,
Thank you for your feedback. We apologize for any confusion and are sorry to hear that your experience didn't meet your expectations.
When you contacted Lara on WhatsApp, we explained that reservations can made in person in shop and it wasn’t necessary to book in advance. On the day you arrived, unfortunately due to the poor surf forecast, the surf trips were canceled that particular day as there were no waves. You therefore decided to rent a board for the week at a discounted rate of 2000 pesos, reduced from the normal price of 2400 pesos. You can check these published prices online.
It was explained that the board rental did not include surf trips however, when you expressed an interest in joining a trip the next day, we explained that there would be an additional cost of 500 pesos per trip to cover the transport to/from La Lancha. Instead you asked to terminate your board rental, and instead opt to only have surf trips. We were happy to be flexible on this, and offered 4 surf trips for an additional 500 pesos (as you had already rented the board for two days). We even made an exception by taking you on the surf trip without the minimum requirement of 4 people. An exception that we were happy to make given the circumstances of your negotiated agreement.
We regret any miscommunication or indeed misunderstanding that may have arisen, and naturally we are saddened to hear that your experience did not live up to your expectations. As you can see we went above and beyond to ensure you had value for money and a good time when using our services. We hope to have the opportunity to provide you with a better experience in the future.
Saludos,
Team marea