Dear Anne,
We sincerely appreciate your feedback and deeply apologize for the inconveniences you experienced during your recent visit to Auschwitz. We understand the importance of your concerns, and we'd like to clarify the circumstances surrounding the pickup time change and the challenges we faced due to the restrictive policies set by the Auschwitz Museum.
We want to emphasize that the change in the pickup time was not within our control. The Auschwitz Museum has a policy that affects touristic companies in terms of providing guides, which can lead to adjustments in pickup times. We understand that this change can be frustrating, and we empathize with your disappointment. However, we would like to bring to your attention that information regarding the change of pickup time was clearly stated on the voucher provided at the time of booking. In our experience, we are familiar with the fact that some tour companies in this case even give a pickup timeframe for this tour, without the possibility of cancellation . We apologize if this information wasn't as prominent as it should have been, and we'll certainly take your feedback into consideration for future improvements.
We appreciate your additional feedback and would like to clarify the circumstances surrounding the acceleration of the tour during your visit to Auschwitz. While we understand the urgency and desire to make the most of the visit, we want to highlight that the decision to accelerate the tour was not made by our internal guide, but rather at the request of the Auschwitz Museum's guide.
However, due to the specific circumstances on the day of your visit, it appears that the Auschwitz Museum's guide opted to expedite the tour for reasons beyond our control. We apologize for any discomfort this might have caused, as we understand the importance of having the time to fully absorb the historical significance of the place.
We want to assure you that our primary goal is to ensure a respectful and educational experience for all visitors. We are committed to addressing your concerns and using your feedback to make necessary improvements to our operations and communication.
Once again, we apologize for the challenges you faced during your visit and appreciate your understanding. We hope that despite these difficulties, you were able to connect with the historical importance of Auschwitz and its significance for future generations. Your feedback is vital in our ongoing efforts to enhance the experiences we offer to our valued customers.
Kind regards,
Taras