Hi MLO, We are sorry to hear that your experience wasn't what you were expecting. Alcatraz does not confirm ticket times for their tours until (at most) 21-days prior to the date of the tour, so in order to sell this tour, we must state 9:00 am. We manage this by stating on the page you are buying our tour with "Due to Alcatraz's changing schedule, the tour operator will contact you within 10-days of your tour to confirm your ticket time." This is standard for all operators who sell tickets on Viator. As you are very much aware, at the time you visited San Francisco, we were in the midst of the global pandemic - news was changing daily and sites were being closed rapidly with little notice. For our part in any of your confusion during those unchartered time, we apologize. Please let us know if you plan to take another trip this year - we would love to have you with us.