Dear Elham,
We hope this message finds you well.
We regret to hear about the unfortunate incident involving your phone during your recent desert tour with us at Trawey Tours. Despite our utmost efforts to prioritize safety and provide precautionary measures, such as the guidelines we shared regarding personal belongings and mobile phones, we understand that unforeseen circumstances can occur.
It is important to emphasize the importance of safeguarding personal belongings, including mobile phones and wallets, throughout the duration of the trip. However, we acknowledge that during your quad biking adventure, the phone was inadvertently not properly secured, leading to its loss in the desert sands.
We want to assure you that our entire team rallied to assist in the search for your phone amidst the challenging desert terrain. While we worked tirelessly alongside you, it is important to clarify that the phone was not stolen, but rather lost. We understand your frustration and disappointment, particularly in light of the difficulties inherent in retrieving lost items within such an environment.
Your feedback is valuable to us, and we are disheartened to learn that your experience led to a one-star review. We want to express our sincere apologies for any inconvenience caused and assure you that we remain committed to ensuring the safety and satisfaction of all our guests.
Thank you for bringing this matter to our attention, and please know that we are continuously striving to improve our services and prevent such incidents in the future.