Hello Mcquire, We'd like to extend our most sincere apologies for your experience in Santiago with us. This certainly is not the experience we want for our travelers. We do our very best to have a smooth tour confirmation process but there are certain aspects of the process over which we do not have control. The Lokafyer assigned to you had informed us that he was sick and we couldn't arrange another alternate for such short notice. We had contacted Viator right away for providing you with a full refund. This is a real shame as we were so looking forward to your tour in Santiago and showing you what makes Lokafy experiences so wonderful. We hope that you feel confident to try us again in the future- we will make sure that we only match you with someone that meets your requirements so you can truly experience what Lokafy tours are about. We are active in more than 300+ cities around the world, so we hope to organize tours for you again. Safe Travels. Regards, Vinita Lokafy.com