Dear Mrs Lori,
I am sorry you could not find us even if what are you saying is totally different from what happened.
The meeting point, our office, is very simple to find. We have a very big yellow sign on the top of the door 2 meters x 60 cm.
On your confirmation voucher find the address and a usefull map from Google maps app. If this is not enough you can call us.
Since you didn't come and was very late we called you and you finally took only our third telephone call.
Manolo from our staff, speaking with you by phone tried to guide you to find our office and since was hard for you (we are the only tour office in the street) Manolo came to you in front of the Vatican Museum entrance, just to pick you up. He called your name and nobody replied. He called you again by phone and you refused the call. He tried again and offered you our next entrance time and you refused.
We did more then what we are required to do and we are sorry to understand that you didn't appreciate our effort. Please next time try to accept if somebody is helping you.