Hi Maron. We are very sorry that you have not been happy with our services, we are saddened to read your review and we will work so that there are no more experiences like yours. As specified in your booking vouchers, and in important information on the website, the documentation for the tour will be sent by email between 24-48 hours before the visit, just as we did. The following appears verbatim: "24-48 hours before we will send you all the documentation via email. It is not necessary to print it. Check your email within this period and do not wait for the same day of the visit without having read all the information to do it correctly". Apparently this part you did not read or check your email within this period. Access to Palacios Nazaries is usually fixed at the end of the visit, since before visiting Generalife, Gardens, Alcazaba and Palacio de Carlos V. You also have this information on your voucher and in important information on the website. You shouldn't have read this either. As for we only speak Spanish, there must be a misunderstanding as in our customer service team we have staff who speak English, French, Italian, German and of course Spanish. On the official website of the Alhambra, audio guides are not currently reserved for what it states is not true. If you allow us the advice, the next time you make a reservation, please read what you are buying and how it works instead of complaining later, since these types of opinions damage the image of companies. Once again we apologize for not having met your expectations. Regards and from the heart that everything goes well.