If the support guide does not come to not only the preparation meeting for the trip, but also the meeting place at the meeting time on the day of the trip, contact the emergency contact of the support guide on "Your bookings" on your page. Let's also check the message thread. You might get some messages that the support guide will be late. Also, if you cannot call the support guide, send a message to the support guide.
Then, wait for a while. It may be just a little delayed arrival due to transportation delay. If you do not see the support guide after waiting for a while and you need any help, please contact us from the emergency contact of Customer Support is posted on "Your bookings" as an emergency call on the day of your trip.