Hi Vikki, We'd like to extend our most sincere apologies for your experience in Victoria with us. This certainly is not the experience we want for our travelers. We do our very best to have a smooth tour confirmation process but there are certain aspects of the process over which we do not have control. The other Lokafyer assigned to you did not check his emails to see the tour confirmation email that we had sent to him despite informing us that he was available to conduct the tour. As you can imagine, the Lokafyer not checking their email is not a factor that we can possibly control from our end. We had contacted Viator right away for providing you with a full refund. This is a real shame as we were so looking forward to your tour in Victoria and showing you what makes Lokafy experiences so wonderful. We hope that you feel confident to try us again in the future- we will make sure that we only match you with someone that meets your requirements so you can truly experience what Lokafy tours are about. We are active in more than 300+ cities around the world, so we hope to organize tours for you again. Regards, Vinita Lokafy.com