Dear Donna_W,
We are sorry to hear you had such a bad experience in comparison with our previous 5* guests reviews.
It seems that the information you wrote in your complaint are incorrect.
Firstly, if your tour guide spoke softly, why you didn’t ask her to speak more loudly? Or when your tour guide explained during the tour you simply could have heardt her instead of look on the opposite side when she spoke directly to you.
It seems that the other 2 guests, who joined the same tour clearly heard everything and reviewed the tour with 5*.
Please note that headphones are not expected for 4 participants, as clearly written on the product page of the experience you booked.
Next time we suggest you to read ALL details regarding the product you are booking and provide correct statement as well.
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