I'm sorry to hear about the challenges you faced during the tour, and I appreciate your feedback. It's great to hear that you enjoyed the scenic beauty and found the guide knowledgeable. However, I want to address the issues you mentioned.
We understand that heavy traffic and hilly, curvy roads can be daunting, especially on a bike. We apologize for any inconvenience you experienced with the bike provided. We do our best to match the bike to the participant's size, and in your case, we provided a bike suitable for your height. It's important to note that in our tour conditions, there is a minimum height requirement of 1.55 meters (5 feet 1 inch) to ensure the safety and comfort of participants.
The 25 kg weight of the bike is standard for an electric bike, but it can indeed be different from regular bikes and requires some adjustment.
Your safety is of paramount importance to us, and we are truly sorry to hear about your fall and the resulting abrasions. It's unacceptable that our staff appeared more concerned about bike damage than your well-being. We'll be reviewing this incident with our team to ensure this doesn't happen in the future.
We also want to note that there is ongoing construction in the city center of Cannes. This is a factor that is beyond our control, but as soon as the construction is completed, magnificent bike paths will be available. We're continuously working to adapt our tours to provide the best possible experience, and we appreciate your understanding during these challenging times.
Lastly, we genuinely hope that you're doing well and that your injuries weren't too severe. Your safety and well-being are our top priorities, and we deeply regret that you experienced any discomfort during the tour. We're glad to hear that Viator has stepped in to offer a refund and has been kind in their response.
We hope you can consider giving us another opportunity in the future when the construction is finished, and we'll make sure to provide an even better experience. Thank you for taking the time to share your concerns, and we apologize for any inconvenience you encountered. Your safety and satisfaction are our top priorities.