Thank you for booking our tour.
I feel very sorry about this situation.
But actually, the guide has been waited at the meeting point since 15min before the time and tried to find you for about 30min and failed. He had red remarkable cap as we mentioned you before(a day before and that morning).
We are understanding this is partly because of TripAdvisor system issue, because we got your message about you are waiting at the meeting point at 5,6 hours later. Our each other message can be delayed. Basically this case is not refundable, but we considered your pity situation and our bad feeling, we did a full refund to you. So To be honest, we are a little upset with this cruel review…