I hope this message finds you well. I am writing on behalf of the Rio de Janeiro Pub Crawl team to sincerely apologize for the disappointing experience you had during your recent booking. We deeply regret any inconvenience you faced, and we take your feedback very seriously.
In the past few months, our meeting point used to be at Colarinho Bar. However, we've since made changes to this information across all platforms and website listings. As you mentioned, you made the purchase a while ago, and it's possible that you encountered a system update error on Viator's part. Unfortunately, this is something we couldn't have foreseen, and we don't have control over errors in the website's system.
To make amends for the inconvenience you experienced, we would like to offer you a full refund for your booking, with the booking reference BR-1043565649. Additionally, we would like to extend a special discount on your next tour with us as a gesture of goodwill.
In response to your concerns, we have taken immediate action to ensure such incidents do not occur in the future. We are reevaluating our selection process for guides and reinforcing communication protocols to ensure that all our customers receive accurate and timely information.
Once again, we are genuinely sorry for the trouble you faced during your Rio de Janeiro Pub Crawl experience. We appreciate your feedback and hope that you will consider giving us another chance to provide you with the exceptional tour experience you deserve.