Dear Charles,
Thanks for taking your time to provide us a review.
We are very sorry you missed your tour.
In order to provide all of our clients a little bit of wiggle room, we meet 15 minutes prior to the tour departure time, as we know how challenging venturing a new city can be. As these are not private experiences but group tours, our staff has a very strict timeline to follow and must be courteous of the other guests’ schedules. We can sometimes allow a maximum of 5 minutes delay should we know beforehand someone is running late, but then we really must leave.
We always go above and beyond to accommodate our clients but this is more difficult with certain sites as too long of a delay might cause the loss of a reservation. Furthermore, once we have left it is sometimes impossible to join due to guides turning off their phones when the tour starts.
Our customer service phone number is provided on your voucher and our team is always happy to help our guests to get to their tours or finding other alternative as rescheduling the experience in case it's necessary.
Again, we are terribly sorry you were not able to join us on this experience and hope you still enjoyed your holiday despite this situation.
Warm Regards,
Jhonas.