Dear Joan,
We apologize for the negative experience you had during your recent tour with us. We understand that the breakdown of the vehicle caused significant inconvenience and disappointment during your tour. We want to assure you that this is not a reflection of our usual standards and we take full responsibility for the breakdown. We have taken immediate action to address the issue and have implemented measures to prevent such occurrences in the future.
Your feedback is important to us, as it helps us identify areas where we can improve. We hope to have the opportunity to provide you with a better tour experience in the future.
Thank you for bringing this to our attention and we apologize for any inconvenience caused.
Sincerely,
Erez Mizrahi