Dear Fatima, thank you for the 5-star rating you awarded Viator. However, regarding the zero stars you attributed to the tour guide, we wish to clarify that we will not be forwarding this feedback to her as she has had no direct interaction or correspondence with you.
1. In line with our policy, we do not share the contact information of tour guides with customers.
2. Concerning timing, we advise you to refer to the additional information provided in the tour description. It specifies that the start time listed on the website serves as a general estimate for when the activity begins and may not directly match the specific pick-up time communicated to guests later. Your designated pick-up time between 8:45 - 9:00 AM was conveyed to you five days before the tour's commencement.
3. According to port security records, the minibus departed at 9:14 AM. The delay was due to our team's efforts to find you reaching via email and phone number provided during booking, which, unfortunately, was out of the coverage area.
4. We did not request the guide to return as the tour is not a private one. The group of 17 faced no difficulties locating their minibus parked directly in front of your ship. At that time, they continued their tour, seeing no reason to postpone their limited time ashore.
5. When booking shared tours, please do not expect a personalized greeting sign. It is more common to see the company's name displayed, as there is no space to list the names of all group participants.
Your refund has been processed exceptionally, diverging from our cancellation policy, as a gesture of goodwill at the onset of the 2024 cruise season. For future travels and booking, we highly recommend that you pay closer attention to the descriptions, timing, and provided meeting instructions to ensure a smooth experience. Safe travels!