Dear Jellyfish824,
Thank you for taking the time to post on our page. We are terribly sorry you were not able to locate us on the day of the tour. The service did indeed take place, and we had several groups as well. Are you sure you were at the right spot at the right time? Also, we have a full staff always online to answer messages and calls in order to help with any issue our guests might have, so it seems strange you were not able to speak to one of our representatives. Could you have called Viator's number instead?
Unfortunately we do incur costs whether or not our clients turn up, especially on this tour (which includes museum tickets and a ferry ride), that's why we don't usually offer refunds for missed services. However, we always give the possibility to reschedule to another day or use the credit towards other services. We are sorry these 2 options did not work for you.
Again, we are terribly sorry we did not meet your expectations and gave you the impression of being dishonest, as that is not the case. We truly care about our guests and strive to provide them only the best possible experiences. That's why we would really appreciate it if you could reach out to us directly at
[email protected] with more information to investigate the matter further.
Looking forward to hearing from you.
Sincerely,