Dear Ruben,
Thank you for taking the time to share your feedback on your recent experience with our Rome: Skip-the-Line Guided Tour of the Vatican Museums & Sistine Chapel.
We appreciate your comments and apologize for any inconvenience you and your family may have experienced.
Firstly, we sincerely regret any misunderstanding regarding your request for handicap access.
We take accessibility seriously and strive to accommodate all our guests to the best of our ability.
However, we'd like to clarify that our group tours may not be wheelchair-friendly due to the nature of the paths within the Vatican Museums.
While we do offer special itineraries for individuals with mobility issues, it's imperative that we receive advance notice to make the necessary arrangements.
Unfortunately, we did not receive any communication about your specific requirements, which made it challenging for us to provide a suitable alternative route.
We encourage you to reach out to us at feedback@walks.org with more details about your booking so that we can investigate further and discuss a resolution.
In terms of changing the tour date, we always strive to accommodate our guests' scheduling needs, provided there is availability.
If the date was not changed, it may be due to limited availability on alternate dates.
Please do not hesitate to contact us directly for further assistance.
Thank you for choosing Walks, and we appreciate your understanding.
Best regards,
Jhonas.
Walks and Devour Tours.