First of all I wasn't shouting, but I was talking animatedly because I got nervous after trying to explain to you for the umpteenth time that your complaints had no basis, and you were also asking for a refund!
In the product description it is not written anywhere that the service is provided with luxury cars, but despite this, our entire fleet is made up of Mercedes cars except the emergency car which is a Volkswagen Passat, a car that falls into the category standard sedan.
Therefore, you had no reason to complain and even ask for even a partial refund!
You have had the emergency car for 2 excursions in 3 days, but this is because the engine of one of our Mercedes E-classes has failed, and fixing a heavily compromised engine Is expensive and takes quite a long time.
So, rather than canceling your reservations, we have provided you with emergency vehicle, which, I repeat, is a standard sedan, therefore a large, comfortable and reliable vehicle!
You complained that you paid a lot and therefore had to have a luxury car. The price you paid is not for the luxury car but for the type of service offered, infact it is a private tour, with a car and an English-speaking driver entirely dedicated to you!
But you didn't understand or didn't want to understand and you persisted with your unfounded complaints and to request a refund, which is why I got annoyed and nervous.
Furthermore I never discriminated against you, just because i didn't even know what your nationality was, just like you said... I just said I was tired of people like you complaining and asking for refunds without any reason to do so!