Dear Valued Customer,
We sincerely apologize for the inconvenience you experienced with your recent tour booking through Viator. We appreciate your feedback and would like to address your concerns.
We regret to hear that the tour agency could not provide the originally booked underground tour and offered an alternative instead. We understand your disappointment, especially since you had made this reservation well in advance. We want to assure you that the responsibility for this issue lies with the tour agency, and your tour guide on the alternate trip was not at fault.
We understand the importance of the underground portion of the tour to you and the frustration of missing out on it. We acknowledge that this was inexcusable, and we deeply regret the disappointment it caused. Your concerns about not knowing if you will return to Rome are completely valid, and we understand the significance of experiencing everything you planned.
Furthermore, the change in the Colosseum tour timing that affected your catacombs tour is another unfortunate aspect of your experience. We recognize that this last-minute alteration was highly inconvenient and disrupted your planned itinerary.
Viator takes customer feedback seriously, and we will use your comments to improve our services and communication with tour operators. We are committed to providing memorable experiences to our customers, and we apologize for falling short in this instance.
In light of these issues, we would like to offer you a partial refund as a gesture of goodwill. We value your business and are eager to regain your trust in our services.
Please feel free to reach out to our customer support team to arrange the refund, or if there's anything else we can do to make amends for your experience. Your satisfaction is of the utmost importance to us, and we are dedicated to making this right.
Once again, we apologize for the inconveniences you faced, and we hope you will give us another opportunity to provide you with a more enjoyable and seamless experience in the future.
Sincerely,
Customer Service Team