Ok, maybe that's us. We bought three tickets on Saturday Sep15 2018 visit, and the Friday before we've figured out there's no mention of venue\starting point in the ticket itself. The phone didn't respond, and we assumed it's 502 W 142 St, which is mentioned as a venue on onestopharlem website. The address was closed though, so we didn't get to the tour at all. The phone didn't respond, and there was no obvious fallback option.
Still wondering what was the right way.
Response from Host
Oct 2018
Dear Rudnevr,
According to our log, the tickets were bought from Trip Advisor/Viator who would have issued a confirmation and voucher with details on the meeting point, tour and time. At least, this is the process we have seen with other customers. The RSVP were made for Saturday which is not a normal business day for us -- the physical office is closed but and we should have been reachable by 'phone -- perhaps the tour guide was busy checking in others for the tour at the time. You may want to follow up with Trip Advisor/Viator regarding not be notified of the meeting point in writing on your voucher, and we will do the same. If you are correct in that the information was NOT provided, then you may request a refund from Trip Advisor/Viator as this was the reason for missing the tour. If for some reason, the information was provided but was overlooked by your group, it may be difficult to request and receive a refund.