Dear Tony,
Our guides are licensed professional guides, otherwise they would not have passed the government exam.
In your first complaint, you told us that the guide only showed some views of the sea and the port, and that you had to spend €20,00 on a drink.
First walking towards the cathedral our guides explain all the world heritage, therefore they are trained and if you want to have a drink, it is not our duty to say no. For this and because the hotel pick-up was not included, you wanted a reward. I'm sorry just for criticizing the guide, who is one who does his job correctly and with a lot of information, therefor we can't give you a refund. We also have Freetour in English where you can decide the price, but of course it is with 30 more people participating.
I hope your next private tour experiences will please you more.