Dear Donna,
Thank you very much for leaving us a review. although it is not a happy review for us.
We will be honest with you. We had another bad experience with your driver some months ago, and after him being very sorry about what happened and begging us for a new opportunity, we gave it to him. We believed in him and gave him another opportunity, thats the simple truth.
This is unacceptable. We gave him an extra chance/hope, but he sadly misused it. We are very very very sorry for what happened with you and very sad about the quality of your experience. It is very far with what we aim for as a company. We take our job very seriously and take very special care of our services.
If you ever come back to Rome please get in touch with us, wed love to give back to you our services for free and with me, Luca, the manager, as your driver and host.
Once again, SORRY. There is no excuse to what happened.