Dear Tonica_L,
We are genuinely sorry to hear about the disappointing experience you and your family had during your recent Phuket City Tour with ATV. We value your feedback as it helps us identify areas for improvement and ensure all our guests have a pleasant and inclusive experience.
First and foremost, we would like to extend our heartfelt apologies for any misunderstanding regarding additional charges for transportation. Our aim is to provide clear and transparent pricing, and it appears there was a communication breakdown in this regard. We will thoroughly investigate this matter and take corrective measures to prevent such occurrences in the future.
We are deeply concerned to learn about your feelings of being treated unfairly during the tour. Discrimination and disrespectful treatment are completely against our values and principles. We are committed to providing a welcoming and inclusive environment for all our guests, regardless of their background or ethnicity.
We apologize for any deviations from the planned itinerary that may have caused inconvenience or confusion. Our tours are designed to offer a well-rounded experience, but any unexpected deviations should be communicated clearly and in advance.
Your feedback is of utmost importance to us, and we take it very seriously. We will be conducting a thorough internal review of this tour and addressing the issues you raised with our team members, particularly regarding inclusivity and adherence to the itinerary.
We deeply regret that your experience fell short of your expectations, and we genuinely hope you will consider giving us another opportunity to provide you and your family with an exceptional and enjoyable tour in the future. Please feel free to reach out if you have any further comments or concerns.
Warm regards,
Nick