Hi Randy, we are so sorry you did not enjoy your experience. To shed some light on the situation, your scheduled tour guide had a family emergency that morning. We then sent another tour guide and informed you that the tour would begin approx 20 minutes after the scheduled start time. We completed a full refund immediately, and offered to take you on a tour completely free of charge as the departure time was delayed 20 minutes. This was refused, so we also offered tour free of charge at any day or time that worked for you. We strive to complete our thousands of tours each year 100% right on time, but just as airlines, occasionally there can be slight delays. We sincerely apologize and hope you will take us up on our offer of a free tour at any day or time. You have my personal cell phone number, and can reach out at any time. Thank you for the feedback, and we will continue to work hard to provide each and every tour we offer right on time as this very rarely happens.