The employee who was contacted this day was on another shift and was not aware of the tour program concerning you, so he responded that I was on my way, which was true. During my call, after checking our activity schedules and the platform, it was evident that the information from Viator had not been recorded in a way to appear in our mission orders. I apologized via voicemail and offered to conduct the tour the next day. Your response mentioned that you appreciated my apologies, even though they were late, as it was also a surprise to us without being able to react earlier. We regret this incident, as it is not representative of our usual operations throughout the year. An excerpt from your message:
You: " Thank you for the update. We have already booked another tour but greatly appreciate your apology"
Me: "I stay open for tomorrow, in case"
Aware that this may have disappointed you, as indicated by your comment, we reject your analysis regarding our irresponsibility. The manner in which you express it borders on being offensive, even defamatory. Since comments are visible in the public domain, you are encouraging the public reading the comments to view us as irresponsible, which is an accusation that is hardly excusable, especially considering the shortcomings that may be attributed to us.