Dear Ariel_P,
We are sorry to hear you didn't enjoy our experience in comparison with our previous 5* guests reviews.
It seems that the information you wrote in your complaint are uncompleted.
Firstly, Viator policy is pretty clear: change and cancellations are allowed within 24 hours prior the starting time.
To issue a refund, even if you are in full penalty, we need a proof of your argues.
We're still waiting the hospital certification as a proof of the veridicity of your refund request. We never received your reply!
Our Company is open to discuss refund, even if customer are in penalty, but we need a proof.
We cannot refund everyone, who decide to cancel last minute. This is a form of respect to everyone working for in order to organize everything in the best way possible.
Furthermore, please be aware that our company anticipates money for the tour Guide services as well as entrance tickets to Museum.
We're very sorry, but if there are rules you MUST follow them!
For example: If you are not able to take a plane, the airline company asks you a medical certification. The procedure is the same also for activities and Tour Operator companies!
We hope you understand that we are a Tour Operator Company, not a Charity one!
Next time, we suggest you to send the certification requested as a proof instead of write a 1 star review, because we didn't issue the refund only on a trust of your words.
Anyhow, we would like to invite you to contact us at info@italyhiddenexperiences.com in order to understand better what happened and help you in sorting out a way to enjoy Milan at its best.
Best regards,
Italy Hidden Experiences Staff