Dear Mr. Chau,
Thank you for taking time to share your feedback.
We never thought you were making any excuse to miss the tour, and we totally believe your version of facts.
Unfortunately, when you make a last second cancellation on an experience like this, which was fully booked weeks in advance, blocking 4 spaces on the general availability, you are generating costs to the producing company too. This is the reason why we have a free cancellation policy if you cancel 24hours in advance, but we are no longer able to provide the refund if you cancel within 24hours from the tour.
For your own ammission, this is not our fault either, but you are actually reviewing us and blaming us for not making a refund to you, because you paid.
Well we've paid too Sir, so we feel this is a bit unfair, and we don't see your concern for us either, even if we were constantly in contact with you and we've waited for you until the last second.
I guess that if in our place there was some plane or train company, you wouldn't have asked for a refund or compensation just because you were late and missed the trip, or maybe you'd have subscribed a travel insurance... so I am wondering why you think that for a tour company is different.
We produce experiences and we employ the highest quality professionals, we buy tickets and we face all needed expenses, still we refund our customers when they have issues for any fault that might be associated with us. In this case we have no fault.
Please allow us to specify that we've also never received any request by you for a discount voucher for our tours, because we would have been absolutely keen to provide it for the 50% of the amount you've paid.
You might have asked Viator, but this is not our fault if they didn't agree to any other form of compensation.
We always try to find a compromise with our guests.
We hope to have the opportunity to welcome you on one of our tours again in the future.
Best regards,
Florencetown - Towns of Italy Customer Care