Dear Suzanne,
We hope this message finds you well. We wanted to address your recent experience and clarify some points for better understanding. We understand that there may have been some confusion, but we assure you that the tour did take place successfully, with over 50 satisfied customers, as shown by the wonderful reviews they left for the same tour and the same time slot.
Regrettably, it seems that you and your group were waiting at the wrong spot. Due to receiving your call 8 minutes after the tour had already begun, it was challenging for us to assist you in locating your group. Despite this difficult situation, we sincerely made efforts to help you. As you can appreciate, once the tour begins, our guides prioritize providing an excellent experience to the clients who arrived on time and are unable to answer their cell phones.
Typically, we do not offer refunds to clients who arrive late to their scheduled tour or those who arrive at the wrong meeting point. However, considering the circumstances, we wanted to show our understanding and made an exception for you. We have fully reimbursed the cost of your tickets, amounting to a 100% refund.
We appreciate your understanding in this matter. We hope that the full refund meets your satisfaction, as we are unable to do more at this point. If you have any further questions or concerns, please do not hesitate to reach out to us.
Warm regards,
Guidatour's team.