Dear Elisabeth
Thank you for taking the time to share your feedback regarding your recent experience.
We are deeply sorry to hear that your tour did not meet your expectations. However, we would like to address some misunderstandings about the service provided.
First and foremost, the tour you booked was not a boat tour. The title of the tour, "Full-Day Private Capri and Pompeii from Sorrento," does not mention a boat tour. Additionally, the inclusions listed on the product explicitly mention 'hydrofoil tickets,' not a private boat tour.
You paid for a private guide, meaning a guide at your disposal for the entire day, and a private transportation service by a professional driver with a modern minivan on the mainland. These services, as clearly mentioned in the inclusions section, were indeed provided as promised.
Regarding the itinerary, we would like to remind you that the tour was scheduled to begin at 8 AM from the Sorrento port, but you did not arrive until 9 AM. For this mistake, we had to adjust the hydrofoil tickets (and nobody asked you for extra charge), with the next available departure to Capri being at 9:55 AM. Unfortunately, this delay reduced the available time on the island by approximately two hours, impacting our ability to cover all planned locations.
As for the additional costs you incurred, we understand these included the funicular ticket (€2.40), entrance to the Augustus Gardens (€1.50), and refreshments like a croissant and cappuccino (approximately €5). Once again, our product explicitly states that food and drinks, entrance to Augustus Gardens, and transportation on the island are not included in the tour price.
We value your feedback and take it seriously as it helps us improve our services. We strive to provide clear and accurate information about our tours, and we regret any confusion that may have arisen in this instance. Our commitment to offering enriching and enjoyable tours remains steadfast, and we hope to have the opportunity to serve you better in the future.