Unfortunately, the clients didn´t understand at all what they had booked. First of all, they were not sure if they booked a whole day or a half-day tour. Secondly, they had an absolutely wrong idea about the route of the tour, although they were sent an exact itinerary before the start of the tour. During the tour they asked the guide to change the route and that´s exactly what she did - she brought them to the Old Town and showed them around.
Not that the guide was unprepared, but she did even more changing the whole programme and route trying to please the client.