Dear Larry,
We received your review about the Alhambra guided tour from Malaga last week. We are sorry that you did not fully enjoy the experience due to some incidents during the tour.
First of all, all clients are assigned a meeting point with the driver when they make the reservation. In your case, you properly selected the pickup at the cruise terminal. However, there were more than 6 customers who mistakenly selected the city center and were traveling on a cruise. None of them properly notified our company that they wanted to change the starting location. On the day of the tour, from 7 in the morning we were trying to help all the clients who called by phone when they arrived in Malaga so that the pick-up was done in the most convenient place for them.
Unfortunately it is true that communication with a driver who does not speak English is difficult and that did not help.
Once the pick-ups from Malaga were reorganized, they finally arrived in Granada later than usual due to the initial confusion.
I, personally, was the guide that day and I can assure you that I did my job in the best possible way, showing the Alhambra to all the tourists who accompanied us that day. After the visit I left them next to the exit so they could freely go to the bathroom or buy something, the meeting point with the driver was only a 1-minute walk away.
In addition to being the guide for that visit, I am also the manager of the agency and I can assure you that it is very frustrating trying to make everything go well, coordinating the different people, guides, tickets and drivers so that in the end the results are not as expected.
I am deeply sorry that you did not fully enjoy your visit, we take your comments to continue improving some aspects such as communication. However, I must also say that if you have any constructive criticism, it is best to speak to the agency personally. It is not necessary to post a negative comment because it is very harmful for a small company like ours.
Kind regards