Dear Jonathan,
First of all, I would like to thank you for taking the time to share your opinion. We take our customer feedback very seriously, whether positive or negative, as it helps us to constantly improve our service.
I am sincerely sorry to hear that your experience with my service did not exactly live up to your expectations. Your dissatisfaction concerns me and I want to resolve this situation in the best possible way.
I'm sorry for the half hour delay, but I didn't know and neither did you that there were 2 hotels of the same name a few kilometers away, as you just gave me the name of the hotel I will tell you was waiting in front of the bad one. However, I still sent you a photo of the hotel once there to show you my good times, I also sent you my live location permanently so that you could see where I was and wait quietly in your hotel rather than in front, I am sorry for this inconvenience and next time I will ask for the address and not the name of the hotel.
Concerning the time for the tour unfortunately I cannot extend it, we covered all the streets possible, and the coffee break was planned in the program.
But I take your remark into account and I would warn that the tour is more likely to last 3 hours (excluding coffee break) than 4 hours
I want to assure you that I place great importance on customer satisfaction and would welcome the opportunity to provide you with a more positive experience.
Once again, thank you for your feedback, because it is thanks to customers like you that I can improve and offer better service in the future.
Sincerely,
Tibo