Dear Ciara,
We hope this message finds you well. We want to extend our heartfelt apologies for the series of unfortunate events that affected your anniversary trip with us. Please know that we deeply regret any inconvenience and disappointment you experienced during your time with Nomad Sailing Trips.
First and foremost, we sincerely apologize for the mix-up in communication that led to confusion and the delay in our pick-up. This was entirely our oversight, and we take full responsibility for it. In an effort to make amends, we had made an upgrade to the boat you originally chose, but we understand that it does not compensate for the inconvenience caused.
Regarding the incident with the transfer boat, we want to clarify that this was beyond our control since this is a service offered by the restaurant, and we deeply regret the lack of life jackets and support during that situation. Safety is always our top priority, and we are thoroughly investigating the matter to prevent any such incidents in the future.
We want to assure you that we have reached out to the restaurant and are waiting for a formal response from them.
Regarding the taxi fare and the loss of personal belongings, we understand how frustrating this must be for you. We want to assure you that we have already processed the refund for the taxi fare, and we kindly ask for a bit more patience to have it in your bank account, refunded through Viator.
Once again, we are deeply sorry for the distress you experienced during your trip with us. Your feedback is essential to us, and we are taking your concerns very seriously. Please know that we are committed to making improvements to prevent similar issues in the future.
If you have any further questions or concerns, please feel free to reach out to us directly. We genuinely appreciate your understanding, and we hope to have the opportunity to restore your trust in Nomad Sailing Trips.
With sincere apologies,
The Nomad Sailing Trips Crew