Even though this is a first time post, it has the earmarks of a legitimate problem and not a "drive by." I hope that the OP will keep the thread going with information on his results.
Any tour company can have problems. It is how they face and deal with their problems that determines their legitimacy. This is a fairly well known company so they certainly have a reputation to protect.
It would not hurt at all to let the company know that the situation, and how they deal with it, is being posted to this board.