Dear Deb,
I honestly do agree this was a missed opportunity: we are passionate about and love what we do, as I hope is witnessed by the great reviews we normally get. We would have loved to show you around and share a bit of our city and its food with you.
That said, I am afraid I have to disagree with pretty much everything else you have written. You did not cancel or try to reschedule in time - you’ve booked our tour through Viator, so if you had, you could have easily cancelled or rescheduled via Viator and take advantage of our generous cancellation policy.
In reality, you reached out past the deadline and asked to reschedule. We still did our best to move things around in our busy calendar, and found a space for you two days later, as you requested. I have just gone through our communications and we always responded to you within minutes.
Then you tried to cancel the rescheduled deadline, asking for a refund from us, although Viator's deadline has long passed. When we tried to confirm the rescheduled date and time, and tried to resolve the whole situation, you stopped communicating and failed to respond to our repeated messages. You did not show up for the rescheduled tour (depriving the guest on our waitlist the opportunity to join the tour) and wrote later that day, asking for a refund, otherwise you’d „deal with it otherwise“. And here we are.
Looking back at the entire situation, I honestly don’t know what more we could have done. In hindsight, the rescheduling really looks like an attempt to get a refund after you realised you were too late to cancel. We guess good deeds never go unpunished.
Sincerely,
Jan