Dear Nemaidin, I just tried finding your name in our bookings but I was not able to find any booking under the name Nemaidin. Regarding the different issues you raised please let me answer. 1) As indicated in the product description, all our sales are final. Although this is the Eiffel Tower policy, since the start of the pandemic we have been very flexible and have refunded or rescheduled thousands of guests who were not able to attend the activity. Unfortunately, if customers contacted us just a few hours before the activity or after the activity operated we cannot reschedule their booking or refund them. 2) We never had any guide not showing up. But we have sometimes guests who arrive late and then blame it on our tour guide not showing up. Our tour leaves on time, if the guide is no longer at the meeting point it's because the customer was either not at the correct meeting point or late. 3) We always offer a partial refund when the summit is closed. Thank you, Pierre