Dear Mr. Michael,
Thank you for sharing your feedback which we appreciate very much.
I'll be glad to reply to your review with a bit of context.
We are talking about a day where we've had a severe issue with our systems, which caused overselling of our tour way over the actual availability. A less serious company would have cancelled your experience. Our company decided to call you twice, send you text messages and try to contact you in any way possible, also asking you to contact us back when it was easier for you. This has been made in order to reschedule your tour at the most convenient time available for you, or to give you the option of cancelling without any penalty, and booking with any other company.
Once we succeeded, after several tries, you've confirmed to us that you wanted to join one of the proposed tours. A new voucher and confirmation email has been sent to the e-mail address ms*********@****mail.com (which I am not writing in full for your privacy), which was the email address given by you as your main contact.
So you not only had an updated voucher, with updated time, you also had an updated meeting point, which by the way was identical to the one of your first booking, so no possibility of misunderstanding.
Said so, since I also see in the system you've reached the wrong meeting point and called our office (it was too late, but you did it), I assume that you probably didn't properly check your first voucher and understand that you've bought the Last Supper Only version of this experience. I see in fact that you've reached the meeting point option for the Last Supper tour, including the walking tour, which is not the option booked by you.
Given all the context, we feel that our only fault here was the problem with our system, which we tried to resolve the best way possible.
For the rest, we cannot be held responsible for any of the unlucky circumstances experienced by you.
Unfortunately we cannot do anything other than being sorry at the end we couldn't host you on our experience and show you our professionalism.
We hope you will consider giving us another opportunity to provide you with an exceptional tour experience in the future. Your satisfaction is important to us, and we will make every effort to ensure that your next visit exceeds your expectations.
Kind Regards,
Florencetown - Towns of Italy Customer Care Team