Viator - Servicio de viaje de viator diferente a lo anunciado

We’ve just left our Nile cruise and we’ve had a really bad experience. We reserved this “Luxe” Cruise experience: https://www.viator.com/tours/Aswan/Luxury-Aswan-to-Luxor-Nile-cruise-4-days/d796-103401P6

We wouldn't know the name of the boat till the same day. Few hours before departure, we were told that government has just increased oil price and we'd have to pay 200$ more or get a refund. Obviously, at this point we didn't want to get stucked in Aswan with no plan B, so we paid it. Even if the price has allegedly rise, in Viator web it's still the original one (by the way, their policy is if a price rises after your purchase, you keep the price). We got no receipt about this increase. 

We arrived to the boat. It was not the same than the one we booked. Much older, with broken infrastructure and dirty. It's true that they have a 5 star rating in the lobby, but not deserved (3 tops). They gave us a noisy room with a permanent trash can next to our door with tons of dirty. We said: "ok...let's try to enjoy it anyway!" We wouldn't have complaint at this point. BTW, the staff was so nice. They cleaned the room once we told them it was dirty. 

The real problems started the second day, when we had no option to leave the boat.

The stops described in the program weren't done.

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The day two we were supposed to see Kom Ombo. The boat passed away and we just saw for half an hour the Temple of Khnum. We arrived to Luxor (was supposed to be the last day).

- Day three, we were supposed to see Temple of Horus. Instead, we saw the Valley of the Kings (which was supposed to be the next day) and other temple. In that afternoon, the guide, who was supposed to be included, asked us for 80 dollars to see temple of Karnak light and show spectacle. We agreed because we thought it was the price of the entrance (we are aware that tickets are not included). Once we had a good internet connection we could check that tickets were 16$ each, we were being charged for guide services that had already been paid.

We also booked through our guide a balloon excursion with this company. We were charged 90$ each, and it's published for 70$ in their web. Minutes before boarding, the staff would ask you for more money or you don't get in the basket.

- Day 4: no excursions. We were left in our new hotel at 9:00. A complete waste of time being in Luxor.

We are so pissed about this situation:
- We have missed really important stops that was supposed to be included.
- We had to pay 200$ more, or we would have been left in land.
- We were charged for guide services that were supposed to be included.
- Bottled water was supposed to be included and we had to pay for it.
- We specified we would like a Spanish tour, and it was always in english.

We have told Enjoy Egypt Tours this situation and asked for a refund, as this is clearly doesn't comply with this package advertisement.

They refuse to do it basing their response in that we have already "enjoyed" the tour, and we should have told them the first day. I'm afraid you can't know the service is not the same than advertised until you have already had the bad experience, so we complaint once we arrived at Luxor and saw that our trip had nothing to do with the original program (that we couldn't check before due to connection problems in our phone).

I hope organization take over the situation and realizes that the itinerary was not the one purchased and proceed with the refund. So far, we have been given back 9$, which are far to cover all the trouble experienced with the company.