Dear Josh,
Thank you for your review. We are sorry to hear you had a negative experience with us though.
When you made the reservation on 23 March for the tour on 22 April, we immediately sent you the confirmation. In the confirmation the following is clearly mentioned:
"Since it is a join tour we have to start on time. The guide can only wait for a maximum of 10 minutes after the set meeting time, so please be in time."
This is also clearly mentioned on the Viator tour page where you made your booking on 23 March.
So that we only communicated this to you 30 minutes prior to the tour is not true.
Furthermore, on the Viator tour page the following is mentioned:
"Bangkok's traffic is notorious. Since our tours are on a group basis, we would like to emphasize that you should arrive at the meeting point on time. If you cannot make it in time, please inform us before start of the tour. If possible, we will always do our best to reschedule you to the first available day/start time, but a change fee will apply."
It is a group tour and all the other participants were at the meeting point before the start time of 9:30 AM. I hope you understand it would not be fair to keep them waiting longer than the 10 minutes grace period.
On the day of the tour at 9:41 AM our staff sent you the following message:
"We offer you to join 12:30 hrs today, there is a surcharge 200thb per person."
So it is also not true that we offered you to reschedule for THB 400 per person.
For no-show we do not grant refund, since we blocked your places on the boat already and thus were unable to sell them to other guests. Instead of having to make a whole new booking, we offered you to reschedule for only a minor change fee.
Wishing you a pleasant stay in Thailand.
Best regards,
Dave