Dear Sir/Madam,
We reached out to you personally to address your concerns. We deeply regret that your expectations were not met, and we take your concerns very seriously.
First and foremost, please accept our heartfelt apologies for the inadequate knowledge and expertise displayed by our tour guide during your recent tour. We understand that a knowledgeable and engaging guide is essential to providing an enriching experience, and we recognize that our guide fell short of your expectations. However, we addressed to you personally that these circumstances happened because of the bad news he received before the start time of your tour.
Please know that your feedback is incredibly valuable to us. We genuinely appreciate your taking the time to bring these concerns to our attention, as it allows us to address them and improve our services. We are committed to continually enhancing the quality of our tours and ensuring that our customers have memorable and fulfilling experiences.
To express our apologies and our commitment to your satisfaction, we offered a refund that covered all your expenses. Once again, I apologize for the disappointment and inconvenience you experienced.
Please do not hesitate to reach out to me personally if you have any further concerns or if there is anything else we can do to rectify the situation. We value your feedback and are committed to resolving this matter to your satisfaction.
Thank you for your understanding and patience.
Yours sincerely,
Gijs