Dear Lauren,
Thank you for taking the time to share your feedback regarding your recent tour experience with us. We sincerely apologize for the shortcomings you encountered during your time with us.
We deeply regret any discomfort or inconvenience caused by the communication issues with our tour guide, Sonia. Providing engaging and informative guidance is paramount to us, and we're truly sorry if this aspect fell short of your expectations. Your comments regarding the ticketing system are duly noted, and we'll take this into serious consideration for future improvements. Pointing out just a detail here, as you saw on your reservation usually infants will not pay. That's due the fact that usually the food has normal portions, so first to don't have food waste or any other case with particular requirements needed. Usually the parents will share a bit of their food, as the portions (furthermore at the restaurant) is a decent size.
Regarding the seating arrangements during lunch, we understand how this could have been unsettling. We assure you that your feedback has been taken into account, and we'll be reviewing our protocols to ensure a more seamless and enjoyable dining experience for all our guests. That day, must be said, as I think even you noticed, the place was quiet crowded. Easy, is a Saturday morning in the city center in one of the best restaurant, we know that and the owners as well. They arranged the table divided in two just to let the waiters be able to serve you better and to let enough space to have the kids sited in the high chair.
As for the incident with the trainee's comments, we apologize for any discomfort caused. Rest assured, we are taking steps to ensure that our staff members are trained to uphold the highest standards of professionalism and etiquette, especially during meal times.
We genuinely value your feedback as it helps us identify areas for improvement and enhance the overall experience for our guests. We hope that you might consider giving us another opportunity to exceed your expectations in the future.
That said, we are sure that even the gelato offered to your kid was just another proof of the kind heart of Sonia; that knew, as you told her before, that in a week would be the kid birthday she wanted to "celebrate" in a way the occasion. We are sorry if any of this was considered so low, but I mainly think that was more of a two side of the story glued with a good amount of misunderstanding.
Once again, we apologize for the inconvenience caused and thank you for bringing these matters to our attention.
Best regards,
TC Team