Dear Roy,
Thank you for sharing your feedback regarding your tour experience in Paris. We sincerely apologize for the inconvenience and disappointment you faced due to the absence of your guide. We understand the frustration and the impact it had on your overall experience. We take such matters seriously, and we appreciate you bringing this to our attention.
We deeply regret that your guide did not show up as scheduled, leaving you to explore the city on your own. This is not the level of service we strive to provide, and we apologize for the inconvenience and disruption to your plans. We understand the frustration you must have felt waiting for two hours, especially in a foreign country.
We assure you that we will thoroughly investigate this matter and take appropriate actions to prevent similar incidents from happening in the future. Our guides undergo a rigorous selection and training process, and instances like this are extremely rare. We will review our internal processes and communication channels to ensure better coordination and reliability moving forward.
Regarding your refund request, we completely understand your desire to receive a refund for the tour that did not take place. We will process your refund immediately. Could you please reach us at info@withlocals.com and let us know your booking ID? We apologize for any inconvenience caused by this situation.
We sincerely apologize for the negative impact this experience may have had on our reputation. We value our customer's trust and satisfaction, and we assure you that we are committed to learning from this incident and improving our services.
Once again, we apologize for the disappointment and inconvenience caused. We appreciate your understanding and patience. If there is anything else we can do to rectify the situation or regain your trust, please do not hesitate to reach out to us directly.
Thank you for bringing this matter to our attention, and we hope to have the opportunity to serve you better in the future.
Kind regards,
Withlocals team