Hello Mariam.
Thank you so much for your time to leave a comment. We are really sorry to hear you had a frustrating experience.
After this situation happened we decided to not accept bookings with pickup locations which are not listed on Viator as we faced a problem to find you between 2 gates of your compound. Security did not let go inside and did not provide any information whether anyone was at this point waiting for us.
The bus arrived earlier, the guide checked both gates of the compound, made photos that nobody was there (these photos we sent you), made a call to a number left in the reservation form. But later we received messages from you from another number, that was quite confusing.
And of course we have limited time to wait/search for a customer at a pickup location as there are other tourists waiting. So the bus had to move after 15 minutes. Also we have a strict timeline for this trip as it’s going with police convoy. We couldn’t take a risk to stay more at your location and loose the trip for all the passengers in the bus (police will not let the late bus go out of the city).
We decided to continue operating only with hotels gates pickup , not hostels, compounds, apartments etc. We never had such issues with the hotels’ pickup. We do really apologise for the situation happened with you. This is not typical of us.
Thank you one more time for a feedback. And we hope you will be back to Egypt and we would be more than happy to give you a discount for any trip.
Best regards,
Peter and the team