Good evening, we need to provide a clarification regarding this negative review. It is our duty to inform everyone that you received an email on September 4th sent from Viator website, on which you had booked, communicating the time change which was not due to our service but was an operational need.
From 9.15 am it changed to 8.30am only 45 minutes earlier. You never responded to our message not even via WhatsApp or SMS.
The day before another message was sent from Viator via email again indicating the time and the point of meeting and all the details regarding the guided tour, apparently you have never read or seen these messages that we have recorded, we then at 9:15 am therefore asked to enter using the ticket without the guide or be reimbursed or as a third alternative you had the possibility to participate to the guided tour in the afternoon we could have let you join with our guide. You never responded either by email or by message, but unfairly left this review that probably satisfy you more. So at this moment we retain the right not to refund you, being not cooperative and just pretended nothing had happened and never responded to all communications previously given.
By the way, we could not answer your call Yesterday morning because we were working and talking with the groups. You got our replies via SMS.