Dear Lisa,
thank you for taking the time to share your comments on Viator.
We deeply regret to hear your negative feedback about your recent experience. Our client’s satisfaction is of paramount importance to us. We have taken the time to investigate in depth your comments and, from our records, we have received your call at 15:58, while the meeting point was at 15:40.
During the peak season Cinque Terre is often crowded and we always require maximum punctuality. Our tour leaders, before getting on the train at the predetermined time, call loudly the names of the missing people to make sure none is left behind.
We are sure that you'll perfectly understand that having booked a group tour, there is a maximum waiting time allowed at the departure point, in order to respect the schedule and ensure all participants to enjoy the most pleasant and relaxed experience.
Furthermore, we would like to clarify that the meeting point it is clearly specified on Viator’s product page and on your personal voucher as follows:
“Piazzale Montelungo, Firenze FI, Italy.
Piazzale Montelungo (Montelungo Square), at the end of the ramp connecting with the train station. An assistant will be waiting for you wearing blue clothing with CAF Tour - Gray Line logos.”
We hope that the above clarifications would meet your understanding.
Our best regards,