The guide had a personal issue but the company kept folks waiting till 20 mins after the start time. A reschedule for the next day was offered but we had already made other reservations. Ended up being a late cancellation initiated by the company and I am hoping to get my Money refunded without any issues. We ended up using the guided tour offered with the tickets & limited to 30 mins but had to come back 2 hrs later as the only available English session. The late cancellation impacted our planned itinerary.
Dear Mary, We sincerely apologize for the late cancellation and for the impact this situation had on your plans in Porto. Due to an unexpected personal situation involving the guide, unfortunately, we were unable to operate the tour as scheduled. However, we recognize that the cancellation should have been communicated more promptly, rather than leaving you and the other guests waiting beyond the scheduled start time. We offered to reschedule the visit for the following day, but we completely understand that this was not a suitable solution for you, as your itinerary was already planned and you had other reservations. We sincerely apologize for the inconvenience and for the disruption this caused to your plans. We also appreciate your feedback, as it helps us improve how we handle unexpected situations like this in the future. Kind regards, The Luka Destinations Team
