We are sorry to hear You had a bad experience.
However, we have to clarify the situation as there seems to be a miscommunication.
One week prior to Your tour date, You were sent a private message through Viator with the exact pick-up details and time which was 08:30 am. You responded to this message, therefore, we assumed that You have indeed read it.
Our office hours are from 09:00 am so we couldn't have picked up the phone at 07:00 am and the guide had Your number in case she couldn't find You. She called from the pick-up spot at 08:30 am and You informed her You will not be attending the tour as she was late.
We would just like to clarify that she was never late, she was there on time as was written in our message to You the week prior and that the other 20 passengers from the same ship were there as instructed and had no issues.
Again, we are sorry for Your bad experience and we understand it must be upsetting but if You check Your messages You will see that everything was sent on time and with clear instructions which You have received as we continued the conversation and answered another question You had.