Monteverde Cloud Forest Nature Tour

We booked for 7.30 AM and confirmed appointment. However, when we reached the Cloud forest, we had all kinds of surprises, nothing as promised.1. Guide did not care for our appointment and told us that he has 5 other tourists, and moved our appointment to 11.30 without notice or our approval. We booked this appointment specifically at 7.30 so that we can see more birds and other creatures. 11.30 was of no use to go on the tour. Guide was very reluctant and did not give respect or care for our appointment. Bad attitude.2. Finally, he said that he can do the tour at 9.30 am. When we came back at 9.30 am, he said that we should buy the tickets to park, which he did not mention at all when we met at 7.30 am. He said that we may not be able to get the entrance tickets as they may be sold out. He said that he cannot help and it was not his problem.3. Viator mentioned that mobile tickets are accepted and to print the voucher. However, to our surprise and disappointment, the guide said that we should buy the tickets and pay again for the tickets to entrance. This was a rip off, and news to me.4. Finally, upon waiting for a while, we were lucky to buy the entrance tickets. Guide took us to the tour, however, he had shown lot of attitude throughout the tour. He was not paying attention to us. However, he set up the telescope to show a bird and was showing some others, who are not part of the team, and collecting tips / money from others while making us wait longer and not showing us properly.We are completely disappointed and not satisfied. We request for full REFUND of our amount paid by us.Hope you consider our situation what we have to go through. In the past we booked several other tours with Viator and had no issues. However, this experience made me very dissatisfied with Viator your operator.Hope Viator will take appropriate action to keep up their service standards and refund us.Thank you,SP