Dear Dan,
While constructive criticism is always appreciated, I must respectfully disagree with the points you've raised. Allow me to clarify the following:
- Our records indicate that the driver was punctual, arriving at your hotel by 8:20 am as scheduled, which was verified by the concierge. Unfortunately, there was a delay in your departure as you arrived at 8:40 am due to your wife not being ready.
- Prior to commencing the tour, our drivers customarily review the itinerary with customers and inquire about any specific requests or preferences. Although your original itinerary included stops in Pisa, San Gimignano, Siena, and Monteriggioni, you specifically requested to skip Siena. While the driver suggested substituting Siena with a visit to the Chianti region and a possible winery tour, this was declined by you. Consequently, the tour comprised three destinations instead of four, per your choice.
- It's important to note that our tours are advertised with an "English Speaking Driver," not a "Tour Guide." Our drivers excel at not only providing directions and navigating the area but also offering insights into local customs, traditions, and recommendations for restaurants and shops. However, it's essential to clarify that our drivers do not serve as official tour guides and are not authorized to conduct tours inside museums, churches, or archaeological sites. For such guided tours, an Official Local Tour Guide must be arranged and compensated separately, if required.
- Our driver Sonny is renowned for his polite demeanor, amiability, and discretion. He has conducted numerous tours, including "The Best of Tuscany," receiving overwhelmingly positive reviews from satisfied customers, as evidenced by the extensive feedback available on our Tripadvisor page. It's surprising to hear that your experience with Sonny differed from the norm, as you appear to be the exception rather than the rule.
In conclusion, I sincerely hope for the opportunity to welcome you back as our customer. I am confident that our drivers will demonstrate their exceptional professionalism and expertise, in line with the nearly 300 reviews attesting to their excellence on Tripadvisor.
Warm regards
Max