I am so sorry to hear about your inconvenience during your stay in Puerto Rico. Sadly as Viator’s cancellation policy states, all cancellations have to be made 24 hours prior the service, we received this cancellation 30 before the pick up time, when your tour guide was already at spot at the hotel for the pick up, you can see that in the cameras as we are also an honest company. As you may understand, the company, 30 minutes prior the pick up time, has already incurred in expenses to provide that service. The cancellation was acknowledged, and we received an email confirmation from Viator stating that you had been notified about the cancellation policy.