Dear Yogesh R, Thank you for taking your time to share this regrettable experience with us. While we are truly proud to hear that you recognize our brand from Europe and associate our services with top quality, we are obviously very worried to hear that we have permitted this confusion to take place in New York. We have contacted our local operations team to inquire about further details that might have led to this misunderstanding, though they confirmed all the tours scheduled ran that day. It would appear that you have received incorrect information about the tour. I am sincerely sorry that we have permitted this to happen and will be investigating further to ensure that we eliminate all possibility that guests might receive any wrong tour details in future. As well as retrain our reception and customer service staff to make sure that no refund inquiry ever slips away. Suffice it to say, our tours take place promptly at the scheduled time every day and in the rare event of cancellations, pre-booked customers are notified in advance. This is therefore clearly the result of a rare misunderstanding or error on our website and I am certain that this is no reflection of our typically excellent and reliable city operations. As you might have noticed, we sent you a private message inquiring about further details of your experience and offering you an opportunity to speak to our CEO, Dave O’Kelly, so that he can apologize in person. Though we understand this will not make up for your time loss in New York, we will work hard to compensate this one-off incident to you and hope that it will not prevent you from joining us in your future travels. Kind regards, Karo at SANDEMANs