Hi Regina,
Your review is not accurate to what actually happened that day. Your group did NOT have over 20 people, but only 12. Our group size is 10-12 people, we never stated “FEWER THAN 10” as you mistakenly mentioned.
After the Accademia tour finished we were expecting you for the second part at the Duomo, where you would be given a tour of the square and its main attractions, only then you would climb the dome without the tour guide. The Opera del Duomo has been trying to reduce the amount of tour groups in the dome to allow visitors to enjoy the activity and the view from the top. You however, decided not to go to the second part, clearly told our tour guide you had another appointment to get to.
Looks like you did not read the voucher Viator sends after the purchase of a tour. It gives clear instructions on where to meet us and how to identify us. We handle hundreds of customer per day, and they all show up on time to our meeting location. Still, if any client needs our assistance our number is available 24hrs, we try our best to not leave any person behind. It is never mentioned on the voucher to come to our office, and no phone was disconnected. You forgot to mention on this review your chat with our manager by email, you asked where to meet us for the tour and all the instructions were given even though you can find them on your booking. We sent screenshots of this conversation to Viator, proving we did our part.
You are making an attempt to have your money refunded while leaving out important information about what actually happened. This is not an honest feedback.
To our potential customers, everything you need to know about the activity will be written clearly on the system generated voucher by Viator/TripAdvisor.
Florence & Global Tours team