Private Tour nach Machu Picchu

Out of the 20 or so reviews I have written for my wedding and honeymoon this is the only one that requires a negative review. -I reached out about a week prior to confirm our reservation. No response. -I reached out the day before our tour. No response. -Woke up at 5AM for this tour and no one showed up. No response to calls, emails, trip advisor rep calling, nothing. -Someone did eventually show up at our hotel around 9am who didn't speak English (this was an English private tour). With the help of the hotel concierge she explained that there had been protests which blocked the railways. They said they had called the day before to explain (they didn't and certainly didn't leave a message), emailed (nope) and left a message at my hotel (this was a 5 star hotel, they didn't lose the message). She did offer to reschedule but that was our last day in Cusco so we missed this bucket list item. Maybe we could have found another way to get there or move things around if they had put any effort into getting in touch with us. The tour agency then had the balls to tell me we had to go in and cancel the tour ourselves to get the refund. When I showed to rep when I entered cancel into the tour the 'refund' amount showed $0 she seemed confused why I wouldn't do this. We eventually got our money back but this was the biggest let down of our entire honeymoon.