We had the same thing happen to us. We decided to call to inquire about AKV and when I called, they mentioned that my guide had moved to another company. But they had a guide already for me. I suppose if I wanted a specific guide, I could have asked for that person. But our guide is fine. He returns phone calls. He sometimes leaves a message at our resort when we visit. And when we did an add on of AKV, he gave a tour and went over everything again. He answered every question we had. So far, he's great.