Hi there, this is completely inaccurate and let me set a few things straight here for anyone booking in the future.
We reached out multiple times, 48hrs in advanced, 24hrs in advanced and the night before confirming this minor change in time, which you saw and acknowledged. Three times.
1. ""Hi, there. Would you be able to go tomorrow the seventh instead of the eighth at 6am? Regarding the time we have a minor adjustment starting at 6am and not 630. So even on the 8th we'd have at 6am ok?"". Henry Montalto Aug 6, 2024, 04:52 PM nearly 48hrs prior.
2. We reached out a second time nearly 48hrs in advance confirming once again and reaffirming the time change to 6am after you were not interested in going on the 7th. ""No need, we have availability but just less busy tomorrow, see you 6am on the 8th"" Henry Montalto Aug 6, 2024, 04:54 PM
Third time I wrote to you ""See you tomorrow morning 6am!"" Henry Montalto Aug 7, 2024, 12:55 PM
So three times we spoke regarding the time change, this is fact and in the chat. You know this.
Now the final message via whatsapp at 9pm.
"'Tomorrow meeting at 6am, your guide DIGÃO Vidigal - Digão lima"" here is his number directly.""
Okay so four times we confirmed 6am. Three times you saw the message and acknowledged. The only message you dont acknowledge is via whatsapp yet I would bet you also saw this as you were up around 5am calling me and not the guide.
So going off this, Viator and Trip Advisor refused you a refund not because of me but due to the fact there was plenty of information and acknowledgment on your part prior to the tour.
Going further, we aren't your personal assistant, daddy nor should be be available 24/7 to respond to you when you had the information for 2 days, the guides number etc. You are paying 20usd for a tour, your not the only person going and it's ridiculous the review you wrote. My advice would be take some personal responsibility for your own actions and do not blame others for your inability to understand clear messages and times marked.
The tour is for 630am. This is the only thing I will agree about. However we sent multiple messages with 6am confirmation and you never once said "no, I'm not available this hour" or anything of the sorts! You only stated "you couldn't go the 7th". I didn't ask to cancel or anything, I was trying to offer a day with less people for a superior tour experience.
We strive for the upmost professionalism in service, guiding and support. So I would ask anyone booking in the future to consider the various facts above.
We don't provide poor services and occasionally we get some privileged and self entitled tourists whom think their 20usd allows them to do, say and act anyway they want.. I was not mad/angry. The guide "Digão" waited 15mins extra + I offered you to hike this afternoon, tomorrow AM/PM and you outright refused and reported me to viator. Please Austin look in the mirror before blaming others of your own actions. BTW you were 15mins away, and you called me 30+ mins before the tour. There was absolutely plenty of time, if only you had read the messages, reached out to Digão, he would of happily waited even more than 15mins. We were in fact taking up two tourists this AM which missed their flight and we put them on a day later. So I can't imagine any validity to your claim above.