Dear client A thousand thanks for your trust and for writing this lovely comment, we highly appreciate it! Pisa is a must see place in the world, Lucca (less known) is a real gem worth to see if in Tuscany! We would love to show you much more, for this we wish you to come back soon :) Take care! Regards Ciaoflorence Staff

Dear Customer, Let me express our deepest regrets for the bad feelings that you experienced during the Pisa & Lucca tour. I had the chance to investigate the matter with our tour leader Antonella, who reported us what actually happened that day. First of all, let me say that Antonella is an experienced tour leader who has been working with us for 10 years so far. In her experience, she has never "planned" to leave anyone behind during her tours and, above all, please notice that no tour leader can leave anyone behind on her/his own initiative without the Tour Operator's agreement. As a matter of fact, at the end of the day, no one was actually left behind but, on the contrary, she tried her best, together with her assistant tour leaders, to wait more than she could the customers who were on late at the scheduled meeting points. It is true indeed that there was an issue with some customers, who were more than 20 minutes late at the meeting point for the departure from Pisa to Lucca. But, as I said, the issue was about *other* customers, not about you. So, we do not understand why you are reporting as *your experience* an experience from somebody else... In any case, as you may have noticed, respecting the tour leader's schedule and inform her/him of any need or request is of utmost importance during our tours. Our tour leaders do their very best to make the customers' experience as much comfortable as possible: they call up the group before leaving the city and, in particular, they mention the names of each of our customers and if somebody is not there they call us in order to contact the latecomers. Unfortunately, in order to guarantee a smooth and efficient service for everybody, we cannot wait latecomers more than 20 minutes, otherwise we would create severe inconveniences for all the other customers. As far as the toilets are concerned, all our tour leaders clearly state and point out the washrooms available in the city several times, especially during their explanation on the bus. In particular, Antonella normally advises to use the Carrefour's public toilets in Pisa, by Piazza dei Miracoli. Maybe you were not able to go to the toilet immediately after arriving in Pisa because you had the guided tour scheduled right after the arrival but, in case of an emergency or a specific request, the tour leader always agrees with an additional toilet stop. Did you try to ask her if you could go to the bathroom if it was an emergency? Please note also that the toilets on the bus are available only for long-distance trips, which is not the case of Pisa & Lucca. I'm sorry that you did not like the restaurant room where you had lunch. Considering that it is still low season and the weather does not allow to have lunch outside, lunch is normally provided indoors. Did you try to ask your tour leader about the opportunity to have lunch outdoors? We are really sorry that your lunch in Pisa did not taste good to you. We try our best to offer the most convenient options for lunch during our tours in terms of cost and quality, as, in this case, it is for the Pisa & Lucca lunch, which is offered at a really cheap price compared to other restaurants in the heart of Pisa historical centre: 13,00 € p.p. Having said that, as I mentioned before, no tour leader can "plan" to leave anyone behind without our permission, especially a tour leader with such a long experience like Antonella. As a matter of fact, we actually did not leave anyone behind: according to our policy, we waited 2 latecomers 20 minutes more than the scheduled time and then we had to leave in order to allow other 26 people to enjoy their tour without any other inconvenience. When the bus was about to leave, our tour leader smartly figured out that the customers on late, who, and I want to underline it, *were not you*, were arriving at the meeting point and so she immediately stopped the bus in order to allow them to come in. I'm sure that there is a misunderstanding behind this story. We are very sorry that you did not enjoy your last experience with us and we hope we could entertain you again in the future with one of our tours or activities. Kindest regards, Alberto CIAO FLORENCE BOOKING DEPT.