Dear James,
We regret to learn that our tour fell short of your expectations, and we sincerely appreciate you taking the time to share your feedback with us.
Annually, we conduct this tour, even during the Lucca Comics event, without encountering any issues. Given the alterations in the road system due to the event, we meticulously planned a new itinerary for our group and bus.
Our goal is to provide you with a guided tour of Lucca, that will let you know the rich history of the walled city. Right after, we offer free time for independent exploration. During this period, you could have indulged in the vibrant array of disguises worn by world-famous cartoon characters, adding a unique and colourful dimension to Lucca.
We firmly believe that this presents an opportunity for our customers to experience Lucca in a distinctive manner, deviating from the customary visit.
We acknowledge that it may have been perplexing for some, prompting us to entrust the tour to one of our most seasoned tour leaders. Your guide demonstrated commendable skills in navigating the group through the crowd, emphasising the importance of adhering to meeting point instructions, especially in bustling locations.
We are aware of the fact that a group of six individuals posed challenges for the tour leader in maintaining a seamless experience. Before forming an opinion solely based on one perspective, we kindly request considering the situation from all angles. Their actions, in our view, exhibited a notable lack of respect towards the rest of the group and our collaborator. However, they did eventually rejoin the group after getting lost, which brings us relief.
All of our tours operate regularly, even in the event of rain. We only cancel excursions when a weather alert is issued by local authorities, and there was no such alert during your tour. In anticipation of heavy rain, clients have the option to cancel their reservation, adhering to our free cancellation policy.
We regret that you found our tour leader lacking in attentiveness and care. Your comments will be shared with her to facilitate improvements in her services. We assigned the tour to a diligent and experienced leader, and we stand by her efforts in managing situations where external factors complicate the tour experience.
Despite our best efforts to ensure a positive experience, we understand that challenges arise. Your feedback will be instrumental in enhancing our services.
Thank you for sharing your suggestions and concerns.
Wishing you a wonderful day,
CiaoFlorence Staff