Thank you for your review, although we are very sorry to read it.
It is very important to us that our tours are accessible to everyone. Since the beginning of this year we have been working on a project to audit all of our tours in terms of wheelchair accessibility, so that we can fully evaluate if it's possible to accommodate wheelchair users in a way that is comfortable for them and for the other participants, and to allow us to provide comprehensive and detailed information that wheelchair users need about the tour routes, facilities and any challenges they may encounter. Our hope is that we can make our shared tours accessible to all, and not have to design separate tours for wheelchair users which would mean them separating into a private group and paying more. However, until we are able to do this, we do indicate that our group tours are not suitable for wheelchair users.
The current reality in the Louvre is very challenging. The museum is accessible, but not to a group with a wheelchair user, as the wheelchair user needs to separate from the group on several occasions to access elevators that the rest of the group are not allowed to use, and which are not on our tour route. Our Must Sees tour is a tour that takes you through the museum to see the major highlights, the museum is huge and the elevators are not always on this route, meaning that wheelchair users cannot follow the guide and the group. There are many flights of stairs. We are working hard to find a way that we can incorporate wheelchair users onto this shared tour, allowing them to see everything comfortably, not have the other participants spend a lot of their tour time waiting or having the guide separate from them repeatedly. It's a challenge that we are determined to solve, and we want to do it in the best way possible.
This guide did contact us on the day to ask about how best to accommodate the wheelchair user, we had not been advised about their presence in advance. We advised her on what was best to do, and it was decided with the guests that once inside the museum with the group they would evaluate the situation and see if they wanted to try and follow the tour or not. Once inside they decided that the complications were too great and that they would visit on their own. We were very sorry about that, and again we hope to find a solution in the near future to the many challenges of visiting the Louvre on a shared group tour when in a wheelchair. As you saw yourself, not only is it challenging for the wheelchair user and the guide, but also for the other guests who end up being delayed and potentially missing things.
Please rest assured that the guide would not pretend that she didn't know how to have a wheelchair access the museum. The guides wish, as ours, is that everyone joins and enjoys the tour, and we do all we can to facilitate that.
We are once again sorry that you were disappointed with your tour. As you saw on the day, we did all we could to accommodate this guest, and the resulting complications and delays are sadly a testament to why we are so determined to find a long term solution to allow us to welcome everybody on our shared tours. In the meantime, the semi-private tours with 6 guests maximum are much easier for wheelchair groups.
We hope that you had a wonderful stay here in Paris.