I will have to respond in English. I feel some of the issue here was a language barrier. The clients are Dutch, and our guides do not speak this language. With limited language in common, it is true that there was not much conversation between the clients and the guide. It is true that the guide arrived late. This was his fault and he apologized to the clients, but it seemed to start the day off on the wrong foot (literally speaking). The hike is an honest 3 hours on average, and the tour also includes a boat ride to the trailhead and return to the starting point. These clients were super fast walkers, but we have to calculate the timing of the hike based on the average. I am sorry that they did not enjoy their hike nor see value in the guide.