Dear Cindy,
Thank you for sharing your experience, and please accept our sincerest apologies for the unfortunate circumstances surrounding your recent tour booking. We deeply regret that you fell ill with COVID-19, especially on the day of the tour.
As a local supplier based in Paris, we always strive to provide exceptional service and accommodate our customers' needs to the best of our ability. Regarding your situation, Viator, as the booking platform, reached out to us at the commencement of the tour to inquire about the possibility of a refund due to your illness.
We empathize with the frustration and disappointment you must have experienced upon discovering your positive COVID-19 status right before the tour was set to commence. The suddenness of these circumstances was unexpected. If we had been informed even just a day earlier, we could have taken measures to prevent any financial loss on your end.
Once again, we apologize for any inconvenience caused, and we hope for your swift recovery.
Warm regards,
Arnaud