Dear Sandra,
Thank you for taking the time to share your feedback with us regarding your recent tour booking. We sincerely apologize for the inconvenience caused by our mistake in booking an English speaking guide instead of a Spanish speaking guide.
Please know that this was an honest mistake on our part, and we take full responsibility for it. We understand how important it is to have a guide who speaks your preferred language, and we regret that we were unable to provide this for you on your trip.
We would like to make it up to you by offering a complimentary tour or excursion on your next trip.
We also want to assure you that we take your feedback seriously and will take steps to prevent similar mistakes from happening in the future. We will be implementing a double-check system to ensure that the correct language guide is booked for each client, and providing additional training to our staff to improve their attention to detail.
Once again, we apologize for the mistake and appreciate your understanding. We hope to have the opportunity to serve you again in the future and provide you with the exceptional service that you deserve.
Best regards,