Vienna Brussels Zero Independence

I have a couple in my group who did a pre in Vienna but did not see anything. I did not see them for three days until they had to get on the bus to the ship. i asked them how thez liked Vienna and thez were disappointed becaused thez had not seen anything. Here is the conversation i had with them. This is not a unique case though.

Me: So how was your stay in Vienna
They: Well very disappointing. we did not see anything.
Me: how do you mean?
They: Well nobody took us anywhere
Me: But you did go on the city tour right?
They: Well nobody told us when that was
Me: But i saw you at the briefing. You even handed in an empty optional tour form and told us you did not want any of the optionals.
They: well we are used to having everyhting included
Me: the city tour was included
They: oh really? we thought that was an optional
Me: So sorry to hear that. And you did not walk around
They: A little bit but we are old and cannot walk that far.
Me: so what did you do?
They: we played bridge in the hotel room
Me: I assumed that you would discover the citz on your own, you should have contacted us
They: we are used to someone conatacting us and not the other way around
Me: ok
They: And we did not get to see any concert
Me: well we had an optional musical viena
They: we don t want humpapa music
Me: it is Mozart and Strauss
They: oh, but you said humpapa
Me: not really, that is for a tour in Ruedesheim
They: but we wanted to see a real concert
Me: you could have bought tickets from those tradionally dressed people on the street
They: (upset and suprised) we are not going to buy anything from people on the street
Me: ok
They: And would we have gotten there?
Me: walking? public transport? Taxi?
They: We can´t walk and we are not fond of public transport and a taxi means an extra cost
Me (fake smile): ok, well, as of now, if you have questions don t be afraid to come see me, i don t want you just stay in your hotel
They: and you are?????