Thank you for your review. We take all of our guests' feedback very seriously, and pride ourselves on our superior customer service. We sincerely apologize for any inconvenience you may have experienced. Unfortunately, it looks as though you might have shown up at the meeting point at the wrong time.
Our meeting point email (complete with a detailed map and photo of the actual meeting point) says to meet at 10:00 AM, not 9:30. We apologize if that was confusing, but we do put 10:00 AM in bold to try to avoid any kind of misinterpretation. The other 5 guests on your tour that morning did manage to find the meeting point and their guide at the appropriate time. As you mentioned, it was a particularly busy morning at the Catacombs that day, so you may have simply missed your guide when you were walking back and forth. I know that he was there at 9:55 AM, gathered the rest of the group, and waited until 10:10 for you in case you were running late. Unfortunately, he was unable to wait any longer as there were other guests waiting to begin.
Regrettably, we have no record of you contacting us on the morning of your missed tour - or any time after that - via the phone. In fact, the first contact we received from you arrived by email a full week after your tour date. Since then, you have exchanged multiple emails with your tour specialist, and have received timely responses each time.
Of course, as a good faith effort on our part, we have already issued you a full refund for your tour because we trust that you did make your best effort to locate your guide. Please let us know if there is anything that we could have done differently as we are always seeking to better our services and our customer experience.