Dear Susan,
Thank you for having taken the time to write a review about your tour of the Colosseum, Palatine Hill and Roman Forum. I am very glad you state that your guide was very knowledgeable, informative, and did a great job at illustrating all the history. I am also very happy to see that your guide indeed tried as best she could to accommodate your needs, and asked the guard to allow your entrance without further delays. Based on what you write about the tour guide, it seems the service we provided and the performance of your tour guide were very good.
I therefore do not understand why give her such a bad score? Just three dots, which means average. Touring the Colosseum and Rome's archeological areas is indeed very difficult for people with mobility issues or disabilities. However, we have no control over this factor. It is not something we can change or fix. Your review harms our overall score without a good reason. Your tour guide was very good and did everything in her power to make the tour as accessible as possible.
I thank you for your time, but I am disappointed at such an unjust score you gave us for the very good service we provided.
We still hope to see you or any of your family and friends on one of our tours in Rome.
Kindest regards,