Hi Yvonne, Thanks for the feedback. I‘m really sad to read this post, and no need to say that this feeling is shared by the rest of our office. It‘s always good to get customers reviews, good or bad, and we take them very seriously. I just feel that we need to precise a few things for you and for all the future eskimos' guests. First of all this booking hasn not been handled directly through us since it has been booked through a local booking office, we have never been in contact with you directly until the 10th of january (actually after you posted this request) when you tried to re-book this tour last minute (see below). Just to let you know how this operation works, we have a guide from Eskimos picking up people and driving/guiding guests to the Dog Sledding camp, where 4 mushers are stationed at now, to take tours and take care of the dogs. I will just sum up what happened : Saturday 5th of January : we get the booking request from a local booking office downtown, for a tour on wed. 9th of January at 11:30 and we confirm the tour. Wednesday 9th of January : we get a phone call around 10:00-10:30 in the morning from the camp, letting us know that the 4 mushers were really ill (I will skip the details). Just so you know there has been an epidemic in Iceland, and having suffered from it myself and 2 other members of my family, I can say that it‘s not a fun thing. You don‘t have to trust me, but this is what happened and we can‘t really predict this kind of things. We called your accommodation, apartment K, immediately, and they gave us your apartment phone number, which we called, several times, and no answer. So we called the booking office that booked the tour. We asked for your direct number and first they said they did not have it. 20min later another woman called back letting us know they found it and that they will try to reach you directly, which they must have since we did not hear anything from them after that. Later that day we received an email (at 16:55 to be exact), from your husband, asking to reschedule. Just so you know our office is closed at 17:00 (we just have an emergency booking number opened until 20:00), and we have loads of email every day, so unfortunately one of our agent saw your email only in the morning the next day, and called our guide list (those that were not already booked that day) to try to get a guide last minute only for you. It works sometimes, but not always and not that day, therefore we could not take you on a tour on the 10th. Now just to speak about your review / our service : 1. „Our trip was booked around 4 days in advance but they waited until the day we were due to go to inform us that the guide was sick and so the trip was cancelled.“ : we did our best to inform you as soon as we got the information from the camp that the mushers were sick, and tried to reschedule, but once more, we could not speak to you directly... we can‘t really predict this kind of thing 2. „I find it unbelievable that there is only 1 person who can operate this trip and that the whole thing falls apart if they are not well „ There‘s not 1 person that can take the tour, there are 4 musher at now (sometimes more, sometimes less) and we need a licensed driver guide to take you there. When the mushers are sick, then we can‘t definitely operate the dog sledding unfortunately. 3. „and looking at some of the other reviews, this is not the first time the trips have been cancelled / moved due to the guide being sick“: true, it happened only once... still that was a 5* review and the client was really happy. 4. „All in all I am very disappointed with the service we received“ : How can you review our level of service since you haven‘t booked with us directly and we never spoke to you directly? Yvonne, I think this review is just an impulsive reaction to a big disappointment, which I perfectly understand. But you have to know that this has a direct impact on our business, where quite a few people work, from office persons, to guides, sweating all year, days and nights, week-ends and holidays to give the best experience to guests no matter what happens in our unpredictable island. I really don't think this review belongs here since you did not book with us directly and you can't judge our level of service. Despite all the above mentioned, I hope you had a nice stay in our beautiful island. Wish you all the best, Kind regards, Jean-Didier RAOUL