I'm truly sorry you were disappointed. There is absolutely nothing we can do about the number of people on the mountain, particularly when there are 4 ships in port. The day you went there were 2 ships in Amber Cove and 2 ships in Taino Bay. It is the most popular tour on the island and yes, there can be long lineups at the jumps and slides.
I've never heard that description of Raul before. He is one of our most celebrated guides. Our customers love him. I can only imagine that because of the crowds, he was trying his best to get you past them and so perhaps, seemed a little distant but was actually focused on getting you through ahead of the lines.
I don't know how to make this better for you. We honestly can't stop the cruise lines from bringing hundreds of people at a time. Our policy is small groups of 20 or less. I believe there were 19 in your group.
I will certainly investigate why you don't think you actually did 7 Falls. The only reason I can think of is safety.
Again, please accept my apologies and we're all hoping for rain so the upper falls can reopen and alleviate some of the congestion.
Lidia / Iguana Mama