Company with lying employees

In February 2020, we rested in Egypt, in Sharm El Sheikh, at the Novotel Sharm El Sheikh Beach hotel. Tour operator TUI Ukraine. At the end of the holiday, we signed up for a sightseeing tour. The guide of the TUI tour operator indicated the time at which we were supposed to be picked up at the reception, but no one came for us at the indicated time. After 40 minutes of unsuccessful waiting, it turned out that no one was going to pick us up. First, the hotel guide, Asharaf Hassan, said that we were late for the meeting, and then that we were not picked up, because he decided that we would not be in time for departure, although we had a transfer at 14.00 and that's all none of his business, we could get to the airport and take a taxi in 15 minutes (check-in from 16.10). In a word, he did not even apologize, and behaved in a boorish way. Upon arrival home, through a travel agency, we poisoned the TUI Ukraine tour operator with a complaint about the behavior of their guide with a detailed description of the current situation, to which we received another portion of lies that the guide did the right thing and allegedly sent us a note that was not there. In the response of the tour operator, there is also no word of apology about the ruined day, which only confirmed their attitude towards tourists, the same as that of their guides. I wonder if the whole company has such a policy or just TUI Ukraine?).

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