Hello,
First of all, you've booked a tour with departure from the port of Cannes while your cruise ship docked at the port of Monaco. It's two different locations, there is more than 1 hour of way (if there is no traffic) between them.
Secondly, we should have a special authorization to pick up customers in Monaco. It's evident, we didn't have time to take it because the pickup information provided was incorrect and the driver guide had to go to Monaco ASAP as you were waiting for him.
Unfortunately, he was stopped by the police for documents control and as a special authorization was missing he was not able to continue the tour with you. The police checked everything, all other documents were OK, and the police allowed the driver to leave Monaco without you. The police explained it to you.
It 's a surprise to learn that the office didn't answered your calls while we talked to your by phone...
We risked with this pickup just because we didn't wanted to deceive you and would like you to enjoy the tour. It was a big mistake. It was not appreciated, even when we issued you a full refund.
It was a good lesson for us. We will never afford such situations in the future and will never accept such bookings with pickup confusions - we will directly refuse the pickup or offer an alternative pickup point as we usually do. We paid a good price for this booking mistake made by others and we gained good experience. Thank you
Best regards