We sincerely regret to hear about the inconvenience you faced, and we truly understand how disappointing this experience must have been for you. However, it is crucial to clarify a few points regarding this situation.
You did book the wrong language, and unfortunately, your booking occurred during a high-demand period and all the slots for the English-speaking tours were completely sold out. Each tour has a strict participant limit, and tickets are purchased 24 hours in advance, leaving no room for last-minute alterations as stated in your voucher. Therefore, any requests for changes should be made at least 24 hours in advance.
We believe that our colleague (who was the meeting point manager, not your guide) provided the correct response under the given circumstances. It is impossible to make any last-minute changes to the tour, and it is essential for our clients to be aware of the terms and conditions of the service they are booking. Our policies are stated clearly and are in place to ensure a smooth experience for everyone involved.
We always encourage our clients and future clients to read the vouchers and service conditions carefully to avoid any misunderstandings, as once the policies are agreed upon, there are no valid grounds for complaints if those policies are breached.
We highly value your satisfaction and hope that this explanation provides some clarity on the matter. If you have further concerns or queries, please feel free to contact our customer support team.