Here we go exactly what you threatened. The world i am afraid doesnt revolve around you, """I’m going to give you a bad rating on Viator if you don’t refund me. You have very poor last minute communication. Additionally I am cancelling the trip.""" Telling me your going give me a bad review for basically nothing. I messaged you the day before asking if you wanted go earlier as the guides had told me the weather was better, just an ask and you didn't have to change the time, i was clear on that. And i messaged later that night and said it was too late to change and we kept the time we agreed on prior. On the day you called me and asked if you could get a refund because you didn't feel well. Let me check i requested, then message me you wanted to go now, ok we back on then you asked what time does the tour finish. When i told you you, you then said its too late and you had covid wanted to cancel again. I asked for you to be patient and let me look into it, about 10 x you tried to call me while i was on the phone to other people sorting their tours out. Like i say the world does not resolve totally around you. You should have been patient, then you send me that message threatening me if i dont refund, you will give me a bad review, thats basically blackmail, which is something i wont bend to You need to learn some patience you would get along better in this world, this whole conversation lasted about 15 minutes didn't even give me chance to call driver check with the pier before giving me the threats. You cannot go around blackmailing people and expect a good result. I have been doing this 5 years spent 20 years in cs i bend over backwards for people if you check reviews out on other platforms like ABNB etc i have hundreds of reviews 99 percent positive but i cannot please everyone all the time. I will take any bad review on the chin. I hope you learned a lesson you cannot scream and shout at people on the phone, threaten them with bad reviews to get your own way. I never once said i would not refund i said i needed to check, i cannot check things in 10 minutes when i have other guests to sort out, especially at 8am in the morning our busiest time.