I'm sorry to have arrived at this point because everything you commented makes no sense or reason, much less logic. You are his group (8pax) after having filled up the full service you demanded a refund, it would have been better to ask for a FREE excursion right from the start !. We have explained all the details and the development of the 5/6 hour day with you, in fact our arguments have had a positive effect towards us. However in a very synthetic way I will remind you of some important things and above all real arguments! We canceled your booking in real time because it arrived after the closing of the acceptance of services (12 hours before the start of the tour), although we coordinated with the managers of the platform to find a solution for you and after 20 minutes I received an email of confirmation of acceptance from you indicating the new time of the excursion. Later you made me call 2 times from your Hotel Desk (within 2 hours) and we confirmed and confirmed everything live. The same thing happened the next day at breakfast time (as the tour started at 13.00) and we further confirmed everything. Then, in the inclusions of the tour does not talk about a compressed tourist guide (in case it would never be available only on request and paying an additional fee). Then, at 12.45 pm our staff was in the hotel lobby and explained all the dynamics of the complete service and that the present driver did not speak English but that he would be changed within 1 hour with another English speaking driver (for coordinate anything in case of need), in fact it was like that !. Then, you asked the phone contact to our staff with whom you have been in contact all afternoon (during the 5 hours) to ask for small information, local restaurants and then communicate a delay of 20/30 minutes, obviously we have answered that there was no problem (we have conversations with Whatsapp). So you have had so many things and details, plus details of the regular booked service that we have offered you with pleasure because we are honest and professional people. From the beginning it was all clear and transparent with you, both from us and from the platform, we don't understand your behavior so we think you are an unreliable person. Regards