Hi Nancy,
We're so sorry to see this come through and that you and your guest missed the tour on Thursday, June 1. All other guests who signed up for the tour did show up, including three guests who booked through Viator (like you), vs. booking directly through our website. Your wonderful guide, Jimmy, arrived early, at 1:15 p.m., as is our Standard Operating Procedure and we double-checked and verified this via our bus's trackable GPS and real-time location device. In line with all of our other 5-star reviews you can see here on Viator and TripAdvisor, it was a great experience for the guests who did show up and take part in the tour.
Jimmy also then waited until 10 minutes past the listed departure time (delaying the group with their permission to wait for you in case you were running late) and you were not at the departure/meeting location as of 1:40 p.m. (so he was at the departure location for a total of 25 minutes, much longer than is normally possible).
Our team is also always available via phone, text and email, and we never received any communications via any of these modalities from you. Perhaps you called Viator, which is the online ticketing broker for thousands of tour operators around the world that you booked through, s you did not utilize our team's phone number and/or email that were provided to you on both your ticket and your confirmation email from Viator, which is how you would reach our team and your guide.
Jimmy also texted all guests on your schedule tour, including you, with his direct cell phone number and a reminder of what he would be wearing (a neon yellow Discover Denver shirt that you cannot miss) and never heard from you, as it looks like the number you provided to Viator at booking may have inadvertently not been the correct number/does not exist, as that text message bounced back, while we can see that all other guests' text message went through.
The departure location is not crowded or busy at 1:30 p.m., so it would be impossible not to see him with the bus and his neon yellow shirt waiting for 25 minutes.
We encourage you to visit our Facebook page to view the group's photo from the tour that day, as the tour did operate on time, as it does every day.
In the future, if you book through Viator, please be sure to contact your local tour operator via the phone number and/or email you are provided with, as if you were on hold for 30 minutes, it must have been with their team, as our team answers immediately during business hours, if you happen to call the office vs. contacting your guide directly.
Again, we're sorry that you missed exploring Denver with us, as based on your review, you must have been at the incorrect meeting/departure location and/or at the incorrect time and you contacted Viator vs. our team. If you are still in Denver as part of your travels, we would invite you to reach out to our team directly with the information provided to you on your booking/confirmation email, the reminder email, and ticket and we would be happy to have you join another tour.
We also kindly ask that you remove this review immediately, since it contains false information and local businesses, including U.S. based tour operators, can (and will) now take legal action against individuals for reviews that are deemed slander (i.e. those that contain false information that affect the reputation of a local business and/or negatively impact a local business' sales, revenue and/or bookings). To find the review to delete, log into Viator/TripAdvisor and click on the button with three dots on the review. This is usually located in the top-right corner of the review. Then, click on the “Delete” button. We have also notified the Viator team with your contact information and that this review was submitted by a guest who did not take the tour and the review contains false information, both of which violate their T&Cs.
Cheers,
Jill and the Discover Denver team