Dear Celest,
I trust this message finds you in good spirits. I have read your recent review of our tour and wanted to address your concerns directly. At Rolandia, we regard every feedback as an opportunity to improve and better our service.
You mentioned that the tour guide did not have answers to some general questions. We want to assure you that our guides are well-trained professionals who are deeply familiar with the routes and locations we cover. In case a question falls outside their immediate expertise, they are encouraged to research the answer to ensure the information relayed to our guests is accurate.
Concerning the visit to the fortified church in Biertan, there was indeed an unexpected change to our schedule due to an unforeseen storm that day. This was outside our control. However, we made sure to communicate this promptly to all participants, and, in the spirit of preserving the day's cultural exploration, we chose to view the Biertan church from the outside and instead visit the Church on the Hill in Sighisoara, a decision that was made with the agreement of all participants.
Regarding sightseeing in Sighisoara, our itinerary is designed to balance guided and personal time. After a comprehensive guided tour and presentation of the fortress, we encourage guests to explore at their leisure during their free time, which in this instance was lunchtime. This gives our guests the flexibility to explore sites that intrigue them the most while ensuring that they still benefit from our guide's expert knowledge.
Your feedback about the local family visit has been noted. This particular family has been hosting our guests for over five years, providing a unique and personal insight into their culture and lifestyle. Another couple who were with you on the tour expressed a positive experience at the visit, even sharing pictures dressed in traditional clothes, a testament to their engagement and enjoyment of this part of the tour.
It's important to note that this other couple, who joined the exact same tour on the same day with the same tour guide, left a 5-star review, highlighting their positive experience and documenting it with photographs. Their experience suggests a stark contrast with the concerns raised in your review. While we understand and respect that different individuals may have varying expectations, we believe it's vital to maintain a balanced representation of our services.
We truly appreciate your feedback and remain committed to continuously refining our services to deliver exceptional experiences to all our guests.
Best regards,