Dear Megan,
Thank you for the time you dedicated to us and for the opportunity to improve that your review provides.
First of all, we regret that your experience was not entirely positive, and we are encouraged by the fact that our guide, Marco, was so kind and helpful.
However, I would like to clarify some facts that I believe are the reason for this misunderstanding. The tour you purchased is a walk through the streets of Florence accompanied by our expert and capable guide, who, while walking along the specially designed route, describes the points of interest encountered.
Most of the attractions are squares and bridges where there is no entrance ticket; some, however, are palaces, such as Palazzo Pitti, but nowhere in the product description do we mention entry to any of these places. Our mistake was to describe the tickets for various points of the itinerary as "free," which is true for all the points of interest described in the itinerary except for the last one, Palazzo Pitti.
Apart from this oversight, I believe it is also common sense to understand that the tour lasts 2 hours, so how could it be possible to enter and visit all the palaces encountered? It takes at least 2 hours just to visit Palazzo Pitti.
I want to clarify that we have never blamed the excellent copywriters at Viator since the oversight was on our part.
It's not true that we said we didn't want to change the wording, which could be misleading, given that as soon as we discovered the error, we promptly updated it.
We can make mistakes; no one is perfect, but we certainly have no intention of scamming or misleading.
You write as if the entire product description was written to deceive and promise false things when, in fact, it was an error on our part that
simply concerns a single, small point.
I renew our regret for the misunderstanding and for not being able to make your visit more enjoyable, but I consider it exaggerated to describe Viator and us as deceivers for a small mistake that we promptly corrected thanks to your feedback.
I hope that, in light of this explanation, you can reconsider your review with a few more "stars."
Sincerely,
ACCORD Team