Dear Gina,
We feel extremely sorry to read these words of disappointment from you.
We consider this review to be offensive and unfair especially because you never joined our tour and we did our very best to help you.
We totally understand how frustrating it could have been and that’s why our staff has tried to help you in every way possible.
As you have expressed an opinion that we feel like it does not represent us, we’d like to give our side of the story.
On October 29th you were supposed to join our Sunset in Siena tour.
The morning of the tour you called us and told us that only two of your party of four people would have joined the activity, as your daughter was not feeling well.
Our response was that, as per our cancellation policy, we could not proceed with a partial refund but that we were glad you had advised us, so we could modify the reservation.
You then called us at 2.04pm to inform us that all participants were going to attend our tour so we proceeded to update our system again.
I was the person who was at the meeting point for the check in and, as there were other tours leaving earlier, I was at the meeting point (with another colleague of mine) from 1.45pm to 3.00pm. As usual, I was wearing a fuchsia vest in order for customers to recognize me.
You called our office at 2.44pm (the tour was supposed to leave at 2.45pm) screaming at us that you could not find the meeting location. My colleague proceeded to explain to you how to get to the meeting point and sent you the Google Maps link with the location.
The office then called me at the meeting point and told me to wait for a few minutes more, as you said you were close, exactly "five minutes away".
The tour was ready to go, as everybody was already on board and had arrived early at the meeting point, but it did not leave, as we decided to wait some minutes more. As I was waiting, I walked around the location looking for you calling your name but never met you.
The tour left at 2.55pm with everybody on board, starting to ask us why we would not leave on time. Some customers told us that it did not seem fair to delay their experience to wait for someone who was late. We understand that it could have been annoying for them but we really wanted you to join our tour, so that's why we waited for more.
Also, the reason we could not wait for infinite time/come back and pick you up (as you suggested, yelling at one of my colleagues) is that we have a schedule to respect (time in Siena and dinner reservation at the winery) and we want to guarantee our customers the best service.
We are sure that if you were on the bus already since 2.30 and, after the departure we would have gone back to the meeting point to pick up other customers, you would have not liked that and would have complained about it.
You treated us with disrespect, accused us to be "unprofessional" and held us responsible for losing your tour. You accused us of sending you the wrong directions to the meeting location, while we have all of the proof that we did send you everything correctly.
We invite you to please reconsider your opinion on us and try to analyze all of the aspects that are “behind the scenes”of the reason why we “left you”.