Kiaora Asha and thanks for leaving a review. I have looked into your booking and see that as you were staying at an air bnb on the opposite side of a one-way street with no suitable parking for our vehicles, you were instead instructed to meet us at a nearby hotel, instructions that you claim not o have received. For clarity, you have booked through a third party online travel agent based in San Francisco, USA. When independent tour operators from around the world list their products on the platform, we are required to have a default time to populate the website. Each booking, when received by us, is then responded to by us, with an accurate pickup time when we have reviewed all bookings and set the pickup schedule. This is only possible once the tour passenger manifest is confirmed. The situation would have been avoided if you had simply checked your email. We have 100's of tour products listed on viator and this is a very rare occurrence.