To clarify, With this consumer, we had an extremely negative experience.
The client was very odd and irate when the guide met her at the hotel to begin the tour, and she was quite rude to our guide, telling him to speak with an American accent if he didn't, otherwise, she wouldn't go on the tour.
The client refused to go along with the tour's itinerary, claiming that she had already learned everything and desired something different.
Screaming in his face, she grabbed his jacket with aggression.
After all of that, we made the decision to give her a complete refund in order to resolve the issue because she wasn't kind to us but refused to release our instructions.
She consented for us to refund her via PayPal to let our guide go.
We can't work with someone like that.