Dear Customer,
We must make some explanation about it, maybe you have some misunderstanding about it. We did not want same misunderstanding happen again. The tour option you booked is 11:15~ 1:15 Prime Time. It means any time based on xx:15/xx:45 between 11:15am-1:15pm.
Tour operator will confirm the time while the booking is complete. So when we complete the booking, we sent you the confirmation informing you that your appt. time is at 11:45. That's why when you show up at 11:15, there's no record of your booking. We believe the misunderstanding happened because you are not very clearly about the reservation and use rule. Hope our explanation could help you!