Dear Mrs. Karla,
Thank you for taking the time to provide feedback on your recent tour experience. We understand your concerns regarding the quality of the tour, but we would like to clarify that many of the issues raised are beyond our control as a tour operator, as you yourself mentioned at the beginning of your review.
The Vatican Museums are one of the world's most popular attractions, and it is natural to expect a high volume of visitors. To address this, we offer tours with entry at various time slots, including exclusive early morning or late evening access, to provide the opportunity to explore the museums with fewer crowds.
While we strive to provide clear instructions on meeting points, we understand that the presence of a large number of people in the vicinity can be disorienting for some customers. We apologize for any confusion you experienced in finding the meeting point. The meeting point details are clearly indicated on the voucher, and we recommend double-checking the information provided to ensure a smooth start to the tour.
Please understand that certain stops, including the audio equipment collection point, are mandatory for security reasons. Entering Vatican City is equivalent to entering another sovereign state, and security checks can take time. We do not have direct control over the quality of the audio equipment, as they are not owned by us. We apologize if the provided equipment affected the overall experience and gave the impression of insufficient linguistic skills on the part of the guide.
Restroom breaks are a standard part of our tours, and they are communicated in advance by the guide. We apologize if there were any tensions regarding the use of the facilities, as our intention is to provide a comfortable experience for all participants.
Regarding the reservation on the day you took the tour, there is no record of any guests with hearing difficulties. If there were indeed individuals with such needs on the tour, it means that at the time of booking, customers did not provide us with that information, preventing us from addressing it appropriately.
We appreciate your feedback and will use it to improve our services. We value your patronage and hope that you will give us another opportunity to provide you with a more satisfying tour experience in the future.
Best regards,
Florencetown - Towns of Italy Customer Care Team