Hi Tara,
We're genuinely sorry to hear about the challenges you encountered during your recent experience. We understand your frustration and want to address your concerns as transparently as possible.
Upon reviewing the situation, we noticed some discrepancies in your account of the events. We strive to provide clear communication and assistance to all our customers, and it appears there may have been some misunderstanding.
While we regret any inconvenience caused by the scheduling issue, it's important to clarify that the museum entry times are indeed clearly stated on both our website and the tickets themselves. We make every effort to ensure our customers are aware of these details to avoid any confusion.
Additionally, we'd like to remind you that our tour includes a comprehensive 3-hour experience before entering the museum. We understand that you may not have been aware of this aspect of the tour, and we apologize for any confusion. We aim to provide a holistic and enriching experience for all our customers, and we encourage you to review the tour description in detail before booking in the future.
Furthermore, it's essential to note that our cancellation policy requires a minimum of 24 hours' notice for no-shows or cancellations. We understand that situations can arise unexpectedly, but with only a 2-hour notice, we had limited options to accommodate your request.
We genuinely appreciate your feedback and understand the importance of constructive criticism in our efforts to improve. However, based on your feedback and our commitment to providing the best possible experience for all our customers, we believe it's in everyone's best interest not to serve you again in the future.
Thank you for bringing these issues to our attention, and we wish you all the best in your future travels.