Dear traveler,
Thank you for sharing your feedback regarding your recent experience. We apologize for any inconvenience you may have experienced, but it seems there has been a misunderstanding.
Your booking was indeed cancelled a week in advance of your scheduled tour. We understand that this may have come as a surprise as you said you were not able to check your emails for the whole trip, and we apologize if there was any confusion.
As we mentioned during our previous phone conversation, we had informed all customers about the cancellation in advance. We also advised you to check the status of your booking on the Viator platform, where the cancellation details and date would have been clearly indicated.
We regret that you encountered difficulties upon arrival at the meeting location and were unable to participate in the tour. However, please understand that the cancellation was not a result of any negligence or fault on your part. Our team always strives to provide the best service possible.
We value your feedback and take it seriously, as it helps us improve our services. We apologize for any disappointment caused by the cancellation and hope that you will consider giving us another opportunity in the future.