Dear Jill,
Thank you for taking the time to share your feedback regarding your recent gondola experience with us. We are genuinely sorry to hear that the service did not meet your expectations, and we appreciate the opportunity to address your concerns.
Given that the itinerary of the ride is fixed, the total duration, including both embarkation and disembarkation procedures, typically ranges from 25 to 30 minutes.
Regarding the gondolier's phone use, although they're not required to provide commentary, we expect professional conduct at all times and will address this issue to improve future experiences.
Concerning the pricing, we recognize that purchasing a ride on the spot might seem more cost-effective. However, our prices reflect the added value of guaranteed reservations, seamless planning, and the dedicated support provided by our team and our partners at Viator. We strive to offer competitive rates while ensuring a memorable and hassle-free experience for our guests.
Your feedback is invaluable to us as it helps us continually improve our services. We hope to have the opportunity to welcome you again in the future and provide you with an experience that not only meets but exceeds your expectations.