Do'h, we need to go get that groundman back, but then the most suprising thing is that Real Madrids most important transfer target was signed and it wasn't in the news
AS to getting a little screwed with illness, I understand however, I don't think i've been to a venue for anything, seeing a band, a match of some kind, a train/bus/plane ticket, a dentists appointment, nothing, where there hasn't been the stipulation that you have to cancel X amount of hours before you're booked or you are charged for it. Its completely standard and understandable.
If you book a dentists hour up and don't show and don't tell them, they've got no chance to get someone else in and lose money they would have otherwise earned, so they lose money by giving you a refund.
If it was a basic tour by whatever given security guard happens to be free thats one thing, but assuming they pay ex-Arsenal players to take you through the tour, then when you don't turn up they still have to pay for that guy to do the tour even if you aren't there. Maybe a tad harsh, but its so completely standard I have no idea why you're surprised tbh.
Wembleys pitch is worse because of other sports, but theres also a serious problem in that other venue's with similar pitches have done much better. They've said it hasn't lasted as well as expected basically because they completely misjudged how to take care of it and they put down the wrong kind of grass thats far to easy to break up and damage.
Supposedly they put in a new mure durable surface this time around, but my guess would be the system they have in place, drainage, heating, watering, just isn't good enough anyway, different better turf might improve it but its never going to be great.