Thank you very much for your review. I'm glad you decided to write it.
Let's start with the delay in Auschwitz. The tour in Auschwitz had a delay because the group that was scheduled before you got delayed and had to finish their visit, which took 30 minutes longer than expected, rather than an hour.
Of course, all guides are museum guides because both places require it according to the regulations, and no one can use their own guides. In the mine, this is for safety reasons because the museum is underground. In Auschwitz, it ensures a consistent experience due to the sensitive nature of the museum.
Regarding the group, you traveled in a private car, while the rest of the group was in a minibus (22 people). You mentioned that you knew you would be with a group but didn't know they would be in a different vehicle. Since all groups are organized, it's the only way for them to get there.
After our lengthy conversation, I see that many arguments were not mentioned because they were baseless. The situation seemed to be that you wanted a private tour with transportation at the regular price. We always stand by our customers to resolve issues, but we do not accept attempts to blackmail or demand a refund in exchange for not writing a review.
I think what was left unsaid tells more, namely:
- The tour was organized from start to finish.
- Both guides were booked in advance (no one went with you to stand in line and pray for tickets availability).
- You had a private car and an English-speaking driver.
- Before the tour, you were thoroughly informed about the break situation.
I'm sorry that the tour did not meet your expectations.
Best regards.