Dear Sahar,
Thank you for taking the time to share your feedback, and I apologize for any inconvenience you experienced.
I understand your frustration regarding the early start time and the lack of communication regarding the tour details. Please accept our sincerest apologies for any confusion or inconvenience this may have caused. I assure you that confirming tour details and providing timely communication to our guests is a top priority for us.
Upon reviewing your booking, I see that a confirmation email was sent to you prior to the scheduled tour date. Additionally, our team made efforts to accommodate your request for rescheduling when you mentioned you were unwell on the day of the tour. However, it is unfortunate to hear that you had to cancel again on the rescheduled date.
As per our booking policies, refunds are not provided for cancellations made on short notice or after the scheduled tour time. I apologize if this policy was not clearly communicated to you.
Please know that we take your feedback seriously and will use it to improve our communication processes and ensure a smoother experience for our guests in the future.
If you have any further concerns or would like to discuss this matter further, please feel free to reach out to our customer service team directly.
Thank you again for bringing this to our attention, and we hope to have the opportunity to welcome you on a tour in the future under more favorable circumstances.
Regards,
Discova Daytours