Hola Sandrine,
I'm very sorry for all this inconvenience, as I explained to you in the past, I will do it again.
I personally confirmed with you that the departure time was 7:00am, time that you accepted before making the payment, when sending the confirmation after receiving the payment, our provider confirmed a wrong time (8:45am). Nevertheless, we confirmed and amended the pickup time just 5 minutes after the first confirmation, we did the same just a few hours later as we did not receive any answer from you, and then we confirmed for the third time the correct pickup time. So we did not change/correct the itinerary overnight, we did it almost immediately.
When the shuttle arrived at the next day, the front desk stated that you were not staying at the listed hotel, and as we never received any answer from you, the driver left and therefore the service was penalized, and no refund could be applied.
All our procedures were on point, and you actually accepted the 7:00am Pick up time before booking. We did not change the pickup time, we just corrected the wrong one that our provider sent.
Once again, my sincere apologies for all the inconvenience, and that you feel that you got ripped off. We are not gaining anything from this, more than an unfortunate bad review.
As a traveler, I personally recommend to always be attentive to services reconfirmations, as well as tickets and itineraries, as something can change, and mistakes can be made, by both parts. Itinerary changes are common even in big companies as airlines.
Best regards,
