Dear Mrs. Veronica,
Thank you for taking time to share your feedback!
Here is the copy-paste of our conversation:
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Hello. What time does your tour end ?
Veronica M**** Sep 22, 2023, 01:20 PM
Dear Veronica,
Greetings from Florencetown - Towns of Italy.
The tour ends at 10PM, back at our meeting point.
Kind regards,
Sofia
Sep 22, 2023, 01:27 PM
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We've replied exactly 7 minutes after your first message, and received no other message.
We are not sure why you didn't see our reply, still the statement you are making is pretty much incorrect.
We also have a telephone number, which is clearly specified on your voucher, so we wonder why you didn't call us.
It is a bit incoherent that your reason for not attending the tour was because you didn't receive any reply to your last message (even if we've actually replied), since all details about the meeting point and time (even the duration that you've double-checked) were specified on your voucher, so we really don't see which information was missing that you needed to ask, which was mandatory in order for you to attend.
It is also not clear why you didn't call us, considering you thought we were not replying, since this information was very important to you.
If you did, we would have been ready to assist with pleasure.
At this stage, though, we are not able to assist anymore.
We are really sorry you didn't have the chance to join this wonderful experience.
We hope we'll have the possibility, in the future, to welcome you on board and show you the quality of our services.
Kindest regards,
Florencetown - Towns of Italy
Customer Care