Chichen Itza, lunch and Cenote from Valladolid (Private Tour)

Hello JP Leahy, I personally did your tour, and is very interest and disappointment how you mention your experience, and I appreciate your time for leave this review and the chance to response at this. We're 10 minutes earlier before your pick up time in the main lobby of your hotel, and you were late, because you mentioned you were at the other side of the Hotel, something which is fine for us. When I start driving I introduced my self and tried to break the ice asking about your self and how good was your stay in the city of Valladolid and share some history details and highlights of the city, after this little talk I explained the tour details, I mean according to the description of the product booked (Because we have many products and options) and I showed from my phone (because of the internet) how is posted the tour details from the booking system with all this information, and was in this point when you mentioned that you did the question about the tickets and somebody text to you that the admission tickets were included, and I can't deny that I was surprised, and I was in shock, I asked who been text you? and in that moment was when I shared internet to you for be able to check this, and yes was my self, the one who say were included, and I explained that in that moment I was so busy with other reservations and I was just try to response as soon as possible and I recognized my mistake and asked apologize for this confusion. After been driving for 30 min your solution was to go back to the hotel and you asked to me for your refund (like tour operator we don't charge you directly and we don't have you money until some weeks latter of the tour), I propose to cover and provide your admissions tickets (I paid this from my pocket) and continue with the tour, and I saved you from 30 to 60 min of the line with our pre paid tickets, I didn't hear thanks about this, and I was thinking maybe at the end of the tour you will mention some gratitud about this, We wait for you in the parking area because our service like a tour guide were not included, after more than 2 hrs we meet us again and take you to the next stop in the Cenote Ik Kil, I provide your tickets and explain all details about the Cenote and also the details for the buffet lunch, I gave you your free time for enjoy yourself and time and according our meeting point for take you back to your hotel, after all this I did your drop off and on the way back I tried to respond any question of yourself and have a good time at your way back. I did the drop off and never heard from you any thanks for the tickets. And after been in this business of the tourism industry for more than 20 years I know pretty well, is much easier to get a bad reviews than excellent reviews. in my own numbers I know that from 10 different tours I'll get 1 review. And I'm ok with this because after many experiences, I know there are some travelers who are looking for free tours or any way to get a compensation for any reason or excuse, and this is not fair, We do this for support our families and community, We love our job and We do our best for offer the best experiences and make worth it your holidays, We are not a social assistance who wants to pay for your vacations. I learned a lot of this experience and for sure this will not happen again. I did some changes in this product in order to be super clear with the details. I just want to end with this saying, the really good thing or best things of this life is not cheap.