Dear Mrs. Erica,
thank you for your feedback which we appreciate very much, since it allows us to clarify some things.
We are, without doubt, glad that you have had the chance to try our other services in other destinations, and that you have been happy with those experiences.
Since we produce all our experiences, meaning the Cooking School is managed by us, and our wonderdul Chef is our colleague, not a person in outsourcing, there is no possibility that 'the tour operator lied to the company', since we actually are the tour operator AND the company.
This is why I confirm we've received your message at 5.55 pm on Viator chat (which is not a real time chat btw, so there is the possibility to read what your write on a delay, but we didn't) saying you were late, and we've advised the Chef about it.
This unfortunately does not entitle you to have the chef and the rest of the group waiting for you for more than 5 minutes (other 18 people arriving perfectly on time).
On the same message you've advised you didn't have any phone service (we have screenshots too), so we are not sure how it is possible you've called us several times, but I know we didn't receive any call on your behalf.
At 6:15 PM (so 30 minutes of a delay on the meeting time), you've left another message on Viator Chat, which again is not a live chat, and since the office was closed, we didn't reply immediately.
We were going to reply the morning after, but we've received your refund request, twice.
The first time you've stated that our guide didn't show up, which we prooved false, since other 18 people did join the class. The second time you tried to open a complaint on our guide (meaning chef) who didn't speak English and wasn't willing to offer the service booked...which is a strange complaint since you've never met the chef, because you didn't show up at the meeting point.
Said so, Madam, I am sure that this was an unfortunate coincidence, and that if you'll have the chance to try our services again, we'll show you the same quality you've already experiences on the other tours you've tried, if not better.
Hope to have the pleasure to welcome you again very soon.
Booking Office Manager