Dear Jasmine,
Thank you for taking the time to share your feedback with us. We sincerely apologize for the inconvenience and frustration caused by the delay in your tour experience.
We fully understand that unexpected circumstances, such as a flat tire, can disrupt plans. However, our tour confirmation details clearly state the importance of guests arriving 15 minutes prior to the scheduled departure time, particularly for tours involving timed tickets like the one to the Rijksmuseum. We deeply regret any inconvenience this may have caused you.
Regarding your email notifying us of the delay, we did receive it promptly. Unfortunately, given the time constraints of the tour and the need to adhere strictly to the museum's schedule, we were unable to accommodate late arrivals. We responded to your email swiftly and offered an alternative meeting time at 11:50 AM. However, we required confirmation from the guests to proceed with the rescheduling, which, regrettably, we did not receive.
We sincerely regret any inconvenience this situation may have caused and appreciate your understanding of our operational constraints. If you have any further questions or concerns, please do not hesitate to contact us at feedback@walks.org. Your feedback is invaluable to us, and we hope for the opportunity to regain your trust in the future.
Best regards,
Oleksandra
Walks & Devour Team