Dear Sarah,
we are very sorry to read this review we are very sorry for what happened, but unfortunately it was not our fault.
You have booked a shared tour with other people, not private, with a specific departure.
We always email all the necessary and specific information to meet our driver / guide and the specific meeting point at the time of booking.
In fact, despite it being a rainy day, in which the tour took place regularly anyway, all the other participants were punctual and precise at the meeting point and delighted with the service, demonstrated by the reviews.
The only person missing was you. if it had been a "horrifc storm" the cruise ship would not have been authorized to dock for safety reasons.
To avoid missing the tour we tried to call you many times to find out where you were, to help you get to the exact point, we sent several messages, we waited almost half an hour after the meeting time (while the other participants, unfairly , were waiting for your coming, starting to get impatient).
It is not our fault that the telephone rates are high, we are not responsible for them. they are for us too. It was the fastest way to help you.
Nobody was rude to you, in fact, we were just trying to help you.
Your answer came after more than half an hour from the departure time, when by now, as we had not received any answer, we could not wait for you further, it was very disrespectful towards the other participants, who regularly showed up despite the rain, the rain did not stop them from finding the exact spot and our guide.
We are sorry that you think this way, and that she was frustrated and unhappy because you missed the tour due to the delay and not responding, we had all the good intentions to help you even by delaying the tour, but having received no response. after more than half an hour it was no longer possible to wait, as it was not a tour dedicated only to you.
I hope you can understand the situation and that we have only tried in every way to help you and we are not to blame if you could not answer the phone and emails.
Obviously having had to pay the driver and guide for your seats that day, as you did not show up for the appointment and we had expenses it was not possible to make an exception and refund you.