Hi Sabrina_V,
We would like to extend our sincere apologies for the unfortunate experience you had during your Colosseum by Evening Guided Tour with Arena Floor. Your feedback is invaluable to us, and we deeply regret any inconvenience you may have encountered.
First and foremost, we're sorry to hear that your tour guide didn't meet you at the designated meeting point. We understand that this caused unnecessary frustration and expense as you had to purchase additional tickets to enter the Colosseum. Please know that this is not the standard of service we aim to provide.
We would like to offer an explanation regarding our check-in policy. We request that our customers arrive at the meeting point 15 minutes prior to the tour's scheduled start time for the check-in process. This is not only to ensure the punctuality and quality of our tours but also for safety reasons. Once the tour has commenced and the group has entered the attraction, it can be challenging and potentially unsafe for our guides to admit late arrivals.
However, we understand that there may have been a misunderstanding or exceptional circumstances in your case. It is never our intention to inconvenience our guests.
We also deeply regret the reported rudeness and unhelpfulness of the tour guide you encountered inside the Colosseum. This behavior is not in line with our standards of customer service, and we will address this matter with the guide involved.
We appreciate your patience and commend the other City Wonders employee who assisted you by calling the head office. We are grateful for their intervention in resolving the situation.
Your feedback helps us improve our services, and we hope that this isolated incident does not deter you from considering City Wonders for future tours. We are committed to delivering exceptional experiences, and we value your trust.
Thank you for your understanding.
Kind regards,
Edgar J.
Communications Manager
City Wonders