Eloise,
I'm at loss of words. I was myself working that morning as a guide, I'm guessing you had a reservation for two people? We have a minimum of 5 people per group for the tour to take place (as clearly stated in our website) and I was actually counting on you two, as I looked at our reservations, to complete a group with two more people who wanted to join the English group (yes, we often still do it with four). I can be 100% certain when saying that we waited the extra 5 minutes after the official time for people who are late and started at 10:35, even though we advise people to come early, and since there was only two people in English we sadly had to send them away, with some recommendations for things to do.
The first stop, in which we spend at least 5 minutes more, is on the meeting point, so we don't leave the square until 10:40 the earliest. NEVER. So I can only point out that your arrival time isn't accurate.
Since the English tour didn't take place my colleague tried to explain you why when you asked him, but couldn't dedicate more time to you as he was in the middle of his Spanish tour as I hope you can understand.
We never turn people away for being late, in fact they often ring us and we'll explain them how to find us on the phone. We want everyone to enjoy the city of Cádiz and our tours, but it is both unfortunate and unfair that because you were late we get a bad comment, when we operated within our policies and are not at fault, specially when we take great pride in our good customer service and flexibility, for which we work hard everyday as you can see in the rest of our reviews.
I can see you wrote the review on the same day this happened, possibly in a moment of frustration. It is because of this that I kindly ask you to reconsider your review after reading my response, which I hope you find reasonable and logical. This work we do is a labour of love in which we put tons of effort to improve and provide a good service, and it saddens me to see such comment out of a mere misunderstanding.
With this, I invite you to come back and join our tour again where we'll share our passion for Cádiz with you. It'll be my pleasure to do so.
Kind regards,
Pablo Álvarez