Dear Jenny Vo,
We were surprised to receive your comment.
You made a reservation for three people (Yourself, Van Tran, Katherine Tran) for an E-BIKE tour at 3:30 PM on December 31, 2023. The reservation was made on December 21, 2023.
On December 31, 2023, at 2:09 PM, you contacted us through the platform, stating:
''Hi, I just realized I booked the wrong tour. I’m not in Panama City in Panama. I’m in Panama City in Florida.
Can I request a refund for the tour? I apologize for the confusion in my reservation.''
The platform's rules clearly state a free cancellation 24 hours before the start of the tour.
We pride ourselves on providing excellent customer service, as reflected in our reviews. We are open to resolving any situation that we can manage directly.
In your specific case:
-It is not our fault that the platform has a policy of free cancellation 24 hours before the tour, not 1 hour before.
-It is not our fault if you reserved a tour in another country.
On December 31, we had a long list of people wanting to do the tour, and we had to turn them away due to your reservation. Your last-minute cancellation put us in a difficult position, and your inappropriate comment damaged our team's reputation. Our business relies on customer feedback, and your comment is misleading.
Once again, the platform does not allow last-minute cancellations, and we cannot be held responsible for your mistake in choosing Panama instead of Florida.
So we kindly ask you to remove the comment as soon as possible because it is inappropriate.
Best regards