Dear Mrs Lee ,
Thanks for your feedback, however it is was not like you described and you know that . You received both priority entrance tickets and indication for precise meeting point for shuttle service thorugh the reception of your hotel,you didn't join the trip and neither participate on the later departure as was offered once you have missed the first departure. Staff of the reception of your hotel assisted to all our availability to provide you next departure without problems ,but seems like you expected private service ,meanwhile service you have booked was shared trip on your own with priority admission tickets .
We don't think ,this was unreliable and dishonest from our part as we told you at the moment of your booking ,this is not a guided tour.
Regards,
Napoli Official Tour staff