TERRIBLE! Not a tour, no guide, no water! - We showed up to the location (Pompey Square) at the appointed time (11am). Plenty of other tours were meeting there, but no one for us. We wandered around, perhaps missing them. 11am came and went and finally I texted the tour operator and asked where the tour guide was. I waited 10 mins before getting a response that said we needed to walk to the Graycliff Chocolate factory to meet the guide as he was running late. We trekked 7 mins up a hill and waited at the factory, after which I was told we had to wait another 15 mins. We waited and waited and waited and he didn't show. I texted again and told him we were in front of the factory. The guide ended up parking by the factory, but didn't come out to meet us as we were told he would. Eventually, we found him sitting in his car with another dude. Wellington and his friend chatted for a second and told us the regular guide was in the US at the moment and that Neville would take us around and do the tour. What. A. Joke. We were promised a professional guide and bottled water. We got neither. It was a hot day and we were thirsty (didn't bring anything off the ship bc we were promised water). Neville took us starting to walk down the hill back to the Square we started at. He said "this is where tourists come to get WiFi".... okayyyy? Passed a building "this is where you can buy jewelry and shoes and nice clothes"... okayyyyyy??? My dad asked if we were going to get some history and Neville said "yes, this used to be apartments, and now it's an office building". At that point we just had to shake our heads and wonder what we'd gotten ourselves into. Neville even explained what a Boom Gate was in a parking lot...! Like, we know!!!! We asked for water multiple times, and he said "Wellington is coming with the water", but we ended up going back and forth across the town for 30 mins 'just missing him' each time. What a joke and absolute sh*tshow. We finally stopped and said we will go no further. We never saw the Queen's Staircase, the fort, the oldest wooden building; everything that was promised in the tour never came to pass. We were really upset, hot, and thirsty, so we said we would apply for a refund. Fortunately, we were granted the refund, but this was a joke. We went to the Pirate Museum and that was a better use of time.