Hello Mr Robert Anderson. Your message is in complete BAD FAITH and we are very surprised how you can deliberately lie this way.
Let’s explain the whole situation.
The tour was scheduled for 6:30am.
Three days before the tour, we contacted you due to a change in the ferry times because a ferry broke down. We have you two options available and YOU CHOSE the 9am option.
The day before; May 1st, we reconfirm the service and you were aware of everything, even responded to our email. You even had Viator contact us on your behalf to confirm the time and details as well as a question about the vaccination.
Then, you contacted Viator at 22:30 (10:30pm) the night before the tour, and decided that you had a “medical emergency” and wanted to cancel and receive a refund.
We kindly explained than less than 11 hours prior to the tour date and time, this is not possible.
When you decide to book your tour, you have the cancellation policy and you have when you receive a free cancellation. If you decide to cancel less than 11 hours prior because you don’t FEEL like going or because of “medical emergency” then I’m sorry, no refund is possible. We explained this and you seemed to accept it.
When the driver arrived 10.5 hours later, you didn’t say anything about the time, being scared, this is a COMPLETE LIE, how can you say that? You didn’t even pick up the phone when we called you. You told the driver “we have cancelled this tour, please go”.
And now you say that you were scared?? Very surprising Mr Anderson!
Luckily we have it all writing. This is bad faith and really demonstrates the kind of person you are.
In any case, if any future traveler has any doubts or questions regarding Mr Anderson and his families trip or any other question regarding the Tangier tour from Malaga or Marbella, please contact us directly.
Thank you