we are sorry that this occurred, but it is not listed anywhere that we collect at this specific Mamilla hotel. We collect only from the David Citadel just across the street!
Please note that you have selected Mamilla Hotel Jerusalem which is not on our pickup list. We have never confirmed your pickup in Mamilla. We have contacted you via Viator to let you know that your final pickup is at David Citadel Hotel. We have also given you the option to cancel the tour without cancellation fees. You have confirmed that you have received the message but never canceled the tour.
We are doing our best to match expectations with our clients regarding this the pickup place and pickup time.
We are inviting you to contact our customer support to see all the records of our conversation. Unfortunately, the facts stated in your review are not accurate at all.
Bein Harim team