In terms of the late attendance. In your confirmation email it clearly states that the tour is at 1615 (4:15pm) and you are to arrive 15 mins prior 1600 (4:00pm) it also states in the terms and conditions that you agreed to
If the customer fails to arrive for departure of the tour without notifying Waimarino before the stated meeting time, the full balance of the tour payment will be withheld.
Payment for the tour constitutes acceptance of these terms and conditions.
I understand it you may have found it frustrating however you did arrival late at 1619 (4:19) and we did however try to contact you twice through the number that was provided to us.. We realise how irritating this must be however we had no contact from you about be late and we can not keep other clients waiting because you failed to arrive on time.
Following your approximately 20 minute late arrival, our staff gave you directions to the lake so your group could drive to the lake and meet your tour guide and catch the group before they hopped on the water. Again this is not something we have to do, but we did our best to ensure that you could join the tour even though you were late.
You did make it with enough time to join the group as they departed.
Your comment about your guide struggling with the current is fair, however you do exaggerate your time significantly, and fail to mention to that the other guide on the tour jumped in and lent a hand and everyone made it into the canyon and that you group left the tour at the end thanking the guides with big smiles.
It is really unfortunate that you do choose to try and ruin a businesses reputation with a 2 star review for a tour that you and your family arrived late to, but blame the business for. I do question you; if you arrived late for the check in for a flight and then had still not arrived for the scheduled departure, would you also blame the pilot and airline for leaving on time?