Dear Mr. Marco,
Thank you for sharing your feedback. We feel compelled to address some of the points you mentioned, as they are simply not accurate.
Firstly, we would like to clarify that the tour was indeed canceled due to adverse weather conditions and high water levels in the river. Ensuring the safety of our customers is always our top priority. Once the tour was canceled, we followed our rain policy, which offers three options: the opportunity to reschedule the activity free of charge, the ability to use the booking credit for any other activity we organize, or a full refund.
In our communication, we clearly stated that since the reservation was made through Viator, any refund requests should be directed to Viator. As soon as we received a refund request from Viator on June 6th, we promptly authorized it. Requesting a refund is a straightforward and intuitive process, just as or even more so than leaving a review, as demonstrated by the fact that your review was posted on June 6th, the same day we received the refund request. It only required accessing the website and finding the section for leaving a one-star review for a tour that didn't take place and, therefore, wasn't experienced, to evidently also find the refund section.
We genuinely value your feedback, as it helps us improve our services. However, we kindly request that reviews accurately reflect the facts of the situation and consider the information provided. We regret any inconvenience caused by the tour cancellation and hope that you will understand that it was necessary due to circumstances beyond our control.
We appreciate your understanding and hope to have the opportunity to provide you with a more positive experience in the future.
Best regards,
Florencetown - Towns of Italy Customer Care