Kia Ora Ash, I am sorry that this has been your experience with us. Unfortunately in our busy times we do end up fully booked, you had contacted us to move your tour and this had been done for you but you then turned up at your original booking time which had since been filled. We did manage to get you onto the tour as people had not turned up. We always do our best to try and fit people on for the tour that they booked for. We hope you enjoy the rest of your time in Rotorua! Nga Mihi