Good morning, Gregory. Thank you for taking the time for leaving a review.
Viator is not a tour operator, but a platform with which many operators, including All-Star Guides, work. When you book a tour through Viator, it doesn't grant you access to other tours on the platform.
You didn't show up to the meeting point, which was easily found by the other 12 people in your group. As we never leave visitors behind, we called you out of our own pocket and, since you didn't pick up, we left a voicemail and sent you an email. We then proceeded to wait for 30 extra minutes, and still no sign of your party.
You finally called us 2 hours late. We could STILL have offered you entry to the Castle at a later slot that day, but you chose to join another company. Understand that, despite all companies being friendly with one another, we are not affiliates.
Despite all of the above, I personally guaranteed during our call that I would do my best to find a solution for you. Instead of waiting my contact, you raised a refund request, which prompted an investigation from Viator. We told them what happened, and a decision was made. As there was a clear violation of the guidelines, our hands were tied.
As for the intelligibility of your tour guide: we are not going to comment on the professional capabilities of other companies, but we are going to defend ours. We work with some of the best professionals in the city, who go through rigorous training and quality control to ensure that our tours are delivered in an informed, accurate and entertaining manner and, since we deliver some of the VERY few accessible tours in the city, we take pace and choice of vocabulary into consideration. I'm sorry that you experienced something different but, ultimately, you chose to join a different tour instead of contacting us. Give us a ring next time you're in town and you'll see what we're all about.
Also, not to defend the competition, but there is nothing any of us can do about the weather: Scotland has migrated from the Equator Line over 350 million years ago.
I truly understand your anger and frustration but, in this case, it is misdirected, as it has literally nothing to do with us. Since you didn't experience our tour, I already reported your review to have it removed, but hope you get to read our reply before it disappears and hopefully have some light shed on your specific case.
Despite all the above, I hope you still managed to enjoy your time in our beloved capital.
All the best, and until our paths cross again,
Edgar Guerreiro
All-Star Guides