Response from Host, Sept 2025

Thank you for your review. We would like to clarify a few details regarding your experience. Although the meeting point is clearly stated in the tour information, we also sent you a message with the exact location and meeting point one day in advance, as we always do to ensure smooth coordination. Despite this, you arrived late to the meeting point and missed the original tour. According to our policy, this would typically be considered a "no-show." However, as a courtesy, we accommodated you by rescheduling you to the next available tour at 12:00 PM, free of charge. Regarding tipping: We’d like to emphasize that tips are never mandatory. Tipping is entirely at the guest’s discretion and should be based on the quality of the experience. No guest is ever obligated to give a tip. Thank you again for your feedback.

Response from Host, Sept 2025

Thank you for your feedback. We're very sorry to hear that your experience did not meet your expectations. However, we would like to clarify that our guide was present at the correct meeting point at the scheduled time, as clearly stated in the tour details provided through Viator. Unfortunately, it appears that you did not arrive at the meeting point on time, which led to the missed connection. We always do our best to contact guests if they are not at the meeting point at the scheduled time, and we wait for a reasonable period before proceeding. As the tour went ahead as planned for other guests, and the no-show was not due to any fault on our part, Viator’s refund policy did not allow us to issue a refund. We do understand how disappointing this must have been, and we always encourage guests to reach out with any issues before the tour so we can assist in real time. Thank you for your understanding.