Hi Cassie,
We're so glad you enjoyed your tour and loved Cristina! Yes, we try our best to provide all guests with the best experience! Starting on time is respectful for everybody involved in each experience: our guests, guides and partners. Everything is planned ahead of time so everything runs smoothly for you!
Although you received a confirmation and reminder email, you messaged us a few minutes prior to tour start time, asking when we would be picking you up. As clearly stated in all communications, the meeting point was in Old San Juan. Your lack of planning and attention to detail, caused a major delay (you arrived to the tour 1 hour late) and disrupted the experience more than once.
We made several exceptions to have you join late, which is outside of our protocols. We provided you the information of the first stop, so you could meet up with the rest of the group, but at 5pm (keep in mind tour started at 4pm) - when the guide was leaving the first stop, you still weren't there to meet her.
We spoke on the phone numerous times; we even spoke with locals walking next to you in the Old City so they could point you in the right direction.
At this point, the tour was well on its way and we could no longer keep interrupting the guide who was focused on providing the best experience to the guests on the tour.
We are glad that you finally found Cristina and were able to experience our tour.
Going forward whenever you book an experience (anywhere!) we highly suggest you familiarize yourself with confirmation emails and ask any questions ahead of time! That way, the overall experience will be smooth for all.
Thanks again for touring with us and for visiting Puerto Rico!