I booked the tour "From Krakow: Auschwitz-Birkenau Guided Tour" and mentioned that my preferred pickup time was 9:00. It was mentioned in the tour description that the "pickup time may change (possible start of the tour between 6:00 AM and 1:30 PM)". I could cancel the tour 24 hours before the start time, so my expectation was that I would receive the confirmation some hours beyond the 24-hour period. However, at 8:19, on August 15, I received a message from Cracow Local Tours, stating that the time was 6:25. I replied that, due to logistical constraints, I could not attend at that hour and asked for alternatives. Since there was no flexibility to accommodate my request, I contacted Get Your Guide for support. They called the provider, but later told me that no one answered. I was also denied a refund. This was a horrible customer service experience and a demonstration of two companies acting in bad faith, without any empathy or professionalism. I will never be their customer and will encourage everyone I know to do the same.