Hello, I am sorry, but this information is not correct. Our guide was at the location on time and he picked up another 6 customers from the same meeting point at the same time that had booked the same tour as you did. When you could not find you. He contacted me and I tried to call you, but your phone number was not working. He waited there for another 15 minutes, until 11am, but then when he could not find you he could not let other customers wait longer. Unfortunately, you have never tried to contact us that there is a problem with the pickup. Get Your Guide called me 1h after the scheduled pickup time that you are waiting for the guide. Unfortunately, it was too late to go back and pick you up. However, to show our goodwill, we told GetYourGuide to provide you with a full refund, which is not a standard as you were not at the pickup place at the scheduled time and it was impossible to contact you.