Dear Tony,
Thank you for taking the time to share your experience with us regarding the Morning Food Tour: "Start a Day Like a Real Bosnian." We deeply apologize for the inconvenience you encountered and the disappointment you must have felt when no one arrived for the tour despite your payment and presence.
At Balkantina, we strive to provide exceptional customer service and ensure that our customers have memorable experiences. We understand that you had high expectations for the tour, and we sincerely regret that we were unable to meet them on this occasion.
We want to assure you that incidents like this are not representative of our usual standards. We genuinely apologize for any confusion or miscommunication that may have led to this unfortunate situation. We have conducted an internal investigation to determine the root cause and have taken immediate steps to prevent such incidents from recurring in the future.
In recognition of the inconvenience caused, we are glad to hear that you received a refund promptly. We value your feedback and appreciate your understanding in this matter. We would like to make it up to you by offering you a complimentary voucher for a future tour of your choice. We genuinely hope that you will consider giving us another opportunity to provide you with a delightful and enjoyable experience.
Please feel free to reach out to our email, and we will be more than happy to assist you in redeeming the voucher or addressing any other concerns you may have. Your satisfaction is of utmost importance to us, and we are committed to resolving this matter to your complete satisfaction.
Once again, we apologize for the inconvenience caused and thank you for bringing this matter to our attention. We appreciate your understanding and look forward to the opportunity to serve you better in the future.