After receiving this review, I contacted this client and their guide, Chris. Chris was a new employee who clearly was improperly trained, and we take full responsibility for that. We issued the client a refund that they found to be suitable. Chris also offered several apologies for the lack of attention to the tour. He also assured us that the tour lasted longer than two hours but less than the expected time for our family tours. This client accepted our apologies and was satisfied with the resolution we offered. The client offered to amend this review then wished to remove it altogether. However, Tripadvisor staff refused to remove it despite numerous attempts from both the client and us. It is unfortunate that the tour did not meet our standards of customer care, but it is even more unfortunate that Tripadvisor staff refused to acknowledge that the issue was remedied satisfactorily and denied the client the right to remove the review.