Hi Toni,
although I could understand your frustration, I cannot quite understand how you could say such things. Your tour was scheduled to depart at 2:30pm with check-in at 2:15pm. You arrived 25 min late. We were only made aware that you were late after we called you at 2:24pm since everyone had checked in, was ready to go and waiting on your party of 2. As a courtesy, due to your situation, we said we would do our best to hold the van but since everyone else was ready to go we could not wait more than 5 min past our scheduled departure. You said you’d be here before that. Unfortunately, things did not work out as you expected but we did everything in our power to accommodate you the best we could. We even offered you a chance to be rescheduled for the next tour available with a 60% discount which you declined again at your arrival at the office way past 2:35 pm (as I check our video surveillance because responding to you).
I don’t see what else could have been done differently. Things always happen and we try to be as accommodating as possible but we cannot expect us to have a full tour where everyone checked in on time and was ready to go to not depart until you arrive no matter how long you take. Doesn’t sound very fair does it? Feel free to reach out to me directly if you wish to discuss things further.
John - The owner