Dear Denise Morgan,
thank you for sharing your thoughts, firstly, the meeting point was not in a generic "Square" (as you wrote) but was in Cavour Square, this probably did not help you find the correct spot, as other tour participants did.
I would like to emphasize that we are a serious company and if we wrote to you that we called you, but your phone did not ring it is the truth, so please avoid writing false and tendentious things.
Also, in order to accommodate you and not make you miss the whole day, we exceptionally allowed you to join another group by having one of our dedicated English-speaking escorts follow you (since the tour was only in Spanish).
In conclusion, I would say that we did far more than we should have done and instead of thanking us you asked for a refund and published this review.
We thank you for allowing us to demonstrate the legitimacy of our work.
Sincerely
Davide