Hello William,
thanks for your criticism. We are always grateful for constructive criticism.
Unfortunately, we were hit by Corona in August and September and were so understaffed that notification was sometimes not possible. - This is not our policy and we apologize for that. We usually get back to you via short message over the phone and via email via TripAdvisor/ Viator. It didn't happen this time because there was no appropriate staff in the office. - We're sorry, but after the lockdown, we don't easily find our way back into business because staff is rare. In tourism and gastronomy, people are desperately looking for it, almost everywhere in Europe, but no one to hire. And of course you get your money back. After all, that's the least we can do. Refunds are processed through those suppliers for bookings made through TripAdvisor/Viator and this should already be completed. - If not, we are of course happy to help.
If you are in Hamburg again, let me know and I will try to make it better. Regards.Florian