Dear Madam Brause
Thank you for your time to let us know your impression.
We have checked the entire history of your reservation as we did at the time, and as you can check the private transfer is not included in the price of the visit:
Hotel pickup and drop-off
Lunch
Food and drinks
Optionally, the client can hire the transfer, of course.
You also asked us if you could leave your luggage: "can we keep our luggage with the car while on the tour?"
and we sent you how, where to park and you let us know what option you wanted in other to pay the private transfer in that case.
Viator as a marketplace sets its margin and we have concluded the mistake was a communication issue since when we did not receive a response about wanting to reserve it, we assumed that you would take your vehicle.
We sincerely apologize for any possible inconvenience, our team is connected 24 hours /day. If we had received a call in case of doubt, we could have confirmed that you had not made an optional transfer reservation, since in this case you would have received confirmation with the pick-up time. .
Keep in mind that if the mistake had been ours, we will assume it of course.
I reiterate our apologies and we thank you for your interest, this will help us to prevent this from happening again and to be clearer in communications.
We are glad you enjoyed your visit to the Alhambra.
Best regards Tripgranada