Kinabatangan River Wildlife Adventure and Stay at an Eco-lodge

Booked onto the 2 night eco lodge and river cruise tour a few days ago and recieved a confirmation email and our tickets. We arrived to Sandakan airport yesterday morning at 8am and waited for our pickup which was supposed to be at 12pm. We waited several hours but no body showed up. We messaged on facebook messenger, email, through viator and even messaged an accomodation that previously had been listed in a review, to see if they were still the relevant accomodation we would be staying at. We also tried to call but the number provided does not work, even when a local taxi driver offered to ring it for us. We have still heard nothing back and have had to get last minute hotel rooms ans try to find another tour. We have wasted a whole day, which has had a knock on effect to our time here and other things we have planned in the short while we have in Borneo. Our main reason for coming to Sandakan was for this tour and we have been left stranded with no contact from the tour at all. We paid $340 for this tour, which is a considerable amount of money and we would appreciate it if someone could please get in contact with us about a refund. It is a shame because we were really looking forward to this and had planned the rest of our trip around it.