We're sorry to hear you were not able to enjoy your Shaka Guide tour. For tours purchased through Viator, the next steps after booking are listed in the Viator ticket under the Before You Go Section.
We apologize we were not able to connect with you. May we know which number you called when you called for support? Also, kindly forward us a copy of your Viator ticket for your Shaka Guide tour purchase at firstname.lastname@example.org so we can help you get a refund on your purchase.