Your satisfaction has a high value for us and we rechecked with our local guide who is a licensed, professional guide of Heidelberg and has done a huge number of quality tours for all international clients and this is our feedback accordingly: 1. You reached the meeting point 15 min later and the tour started with delay. 2. Our Guide completed all points of Itinerary as per our tour description and at Old Bridge she noticed that the elderly lady with you on this walk tour can not continue due to an extremely hot day. Being asked where you can have drinks, our guide gave you various tips accordingly and based on your mutual communication she finished the tour approximately 30min earlier. You as our client could for sure ask to continue and the guide would do 30min longer, but it seems you agreed with the decision.
Regarding the castle entrance: our tour description mentions clearly the entrance fee is not included and you should pay on spot. It is not understandable for us why we get blamed for this!
We hope there will be a better communication on your future tours to help you to have a happy experience, which is our main intention in our offers to you as traveler.