Dear Mr John, we are very sorry about your frustration, but actually things are exactly how we told you in our email. You left the tour because you were not well and this is not nice, but it does not depend on us. Your wife and your daughter were very happy to continue the tour with guide Cristina, who reported they were absolutely amazed. You bought Pitti Palace and Boboli garden tour and you had Pitti Palace and Boboli garden tour. The access to each monument is allowed ONCE and not more than ONCE and this depends on State Museums rule, nor on us. Guide Cristina tried to ask the guardian for an exception and the guardian could not do any exception, so your wife and daughter could not enter the garden a second time with the same tickets. As far as for tickets is concerned, our tour guide did nor STEAL the tickets, she kept the tickets for the operator's administation. You bought a package including tour guide and entrance tickets and you already got your receipt by Viator. In order to update our administration files we need the tour guide's invoice and the tickets, that are the valid title for our costs in administration, this is the reason why we cannot give the tickets to clients. You paid a tour and you got a tour with Viator's receipt. That's all. All in all the tickets were not valid for the above mentioned reason. Sorry Sir, this review is really offensive for us and our hard work that makes thousends of visitors happy. You tried to get a refund with the threat of this bad review, but we do not bend under your threat, as we know our job very well and we know our value. Sorry again for your frustration, this time your game did not work. Susanna