HI Patricia,
We are sorry to hear to you feel frustrated about your experience. Please note thought that you did not show up to you scheduled booking for 9:00am on July 28th. You were a no show. We contacted you several days prior to the departure day explaining that we are currently short staffed and that we did not have an available guide for the afternoon of the 28th, but that we were going to schedule you for the 9:00am departure on that day. We also reminded you at that time that we do not provide pick up service or shuttles. Our guide even tried calling yon on the morning of the 28th when you did not show up to see if you were on your way or what your status was, but no one picked up when he called the provided phone number.
Moving forward we strongly recommend you double check you departure times and in case of any questions or uncertainties reach out prior to the start date of your trip.
With kind regards
Marc Niehaus