Thank you for the feedback, it means a lot to us.
First and foremost, I'd like to clarify that we are extremely proud of the service we provide and take every comment very seriously - you can read the hundreds of 5 star reviews from verified customers. Secondly, we are well aware of the challenges cruise passengers face at the George Town port with the time difference, getting on the tender boats, finding the meeting point at the dock, unable to access their electronic voucher to read the instructions, unaware of the operator's name and contact number, confused as to what to do, etc., and for those reasons we have implemented and continue to improve protocols to ensure that our customers have the best possible experience and reduce the non-attendance rate for cruisers. Both Viator (booking agency) and us understand the importance of providing exceptional service and value every single customer.
In your particular case however, our records show that your party did not checked-in for the 9AM tour on December 15th and missed the tour bus. During our phone conversation, which was recorded at 9:15am, you stated that they weren't letting anyone off the ship. Had you notified us about this prior to the start time of the tour, I can assure you the necessary arrangement would have been made to accommodate your late arrival that morning.
It's very unfortunate that this happened to you and we understand it was beyond your control. For that reason, we proceeded to refund your tickets and the booking agency confirmed that you received it later that day at 3:22pm. If you need evidence, please email us directly at firstname.lastname@example.org
We wish you a Marry Christmas and Happy Holiday season.