Dear Emily,
We strive to provide exceptional service, and it is disheartening to hear about your negative encounter. We understand your frustration and regret that your tour did not meet your expectations.
We have thoroughly investigated the situation and found that there was a miscommunication regarding the meeting time. While we do provide a 30-minute buffer online, we understand that this was not effectively communicated to you, however our guide was on time and repeatedly reached out to you via WhatsApp from 4:30pm when she arrived to receive you all through to 5:20pm but you did not respond even though the messages were received & confirmed by blueticks. It was assumed that you were no longer coming to the experience. Screenshot attached for your reference.
In terms of the refund process, we are actively working with Viator to resolve this matter swiftly. We appreciate your patience and understanding during this process.
Please rest assured that we take all feedback seriously and will use this as an opportunity to improve our services moving forward. If there is anything else we can do to rectify this situation, please do not hesitate to contact us directly.
Once again, we apologize for the inconvenience and thank you for bringing this matter to our attention.