Dear Client,
I wanted to address the concerns raised in your recent review, and I appreciate the opportunity to provide clarity on certain points.
Firstly, I would like to highlight that your hotel was indeed only 6 blocks away from Casa Batlló, approximately a 7-minute walk, as opposed to the 14 blocks mentioned in your review. Additionally, our tour guide, Raul, went the extra mile by offering a taxi, which was included in the tour, to ensure your comfort. However, you chose to walk the distance, a decision that was entirely within your preference.
Furthermore, I'd like to bring to your attention that due to the narrow streets in the Old Town where your hotel was located, it was not feasible for us to provide a vehicle pickup. This is precisely why we include a taxi in this tour to ensure seamless transportation. Despite these challenges, Raul displayed exceptional patience and professionalism, prioritizing your needs and providing you with priority access to both buildings.
Raul is a highly esteemed 5-star tour guide known for his dedication and excellent service. Your feedback has a significant impact on his reputation, and we regret any dissatisfaction you may have experienced. We understand that certain circumstances, such as hotel location and mobility issues, are beyond our control, and we appreciate your understanding in this matter.
In the future, we kindly ask for your consideration of the extra efforts and accommodations that our tour guides make to enhance your experience, especially in situations beyond our control.
Thank you for bringing your concerns to our attention, and we sincerely hope to have the opportunity to serve you better in the future.
Warm regards,
Jorge