Dear Ewa,
Thank you for taking the time to share your feedback with us. We're sorry to hear that your experience did not meet your expectations.
Regarding the request to arrive 15 minutes earlier, we always ask guests to come in advance to the meeting point in order to find the guide and coordinator at the estimated spot. While it's not necessary, arriving early ensures that you can find the group and join in before the tour starts. Our guides also arrive about 15 minutes before the tour starts to ensure a timely departure. We apologize if this request was inconvenient for you.
We always choose only the best guides, and we're sorry to hear that your guide was below your expectations.
The tour you booked, "Madrid in a Day with Royal Palace, Churros Tasting, and Prado Museum," includes a coffee break with churros and chocolate as well as a guided city stroll through the center of Madrid. We apologize if this aspect of the tour was not clear to you beforehand.
We always check the itinerary thoroughly to offer the most unique experience, and we provide a detailed list of the visited places on our website so that all guests are aware of the sites visited. We apologize if you missed this information.
Regarding the skip-the-line tickets, we do offer skip-the-line Royal Palace tickets and skip-the-line Prado Museum tickets. We apologize for any inconvenience you experienced, despite our efforts to minimize wait times. We're continuously reviewing our processes to improve them and ensure smoother experiences for our customers.
We invite you to contact us at feedback@walks.org so that we can discuss your concerns further and find the best solution together. We hope to see you back soon and have the opportunity to provide you with the high level of service we strive for.
Best regards,
Sasha
Walks and Devour Tours