Dear Connie, Thank you for your review. We take all of our guests' feedback very seriously, and pride ourselves on our superior customer service. We sincerely apologize for any inconvenience you may have experienced. Unfortunately, it looks as though you might have shown up at the meeting point at the wrong time. Our meeting point email (complete with a detailed map and photo of the actual meeting point) says to meet at 10:00 AM, not 9:30. We apologize if that was confusing, but we do put 10:00 AM in bold to try to avoid any kind of misinterpretation. The other 5 guests on your tour that morning did manage to find the meeting point and their guide at the appropriate time. As you mentioned, it was a particularly busy morning at the Catacombs that day, so you may have simply missed your guide when you were walking back and forth. I know that he was there at 9:55 AM, gathered the rest of the group, and waited until 10:10 for you in case you were running late. Unfortunately, he was unable to wait any longer as there were other guests waiting to begin. Regrettably, we have no record of you contacting us on the morning of your missed tour - or any time after that - via the phone. In fact, the first contact we received from you arrived by email a full week after your tour date. Since then, you have exchanged multiple emails with your tour specialist, and have received timely responses each time. Of course, as a good faith effort on our part, we have already issued you a full refund for your tour because we trust that you did make your best effort to locate your guide. Please let us know if there is anything that we could have done differently as we are always seeking to better our services and our customer experience. Kind regards, Tim

Hello 20Pence, Thank you for your feedback. We are certainly sorry you were unable to locate your guide the morning of your tour - that must have been very frustrating for you. We try to make our touring experience as seamless as possible for our guests but, nevertheless, occasionally people do miss their guides. It appears, based on the fact that you never found any other guests or your guide on the morning of your tour, that you were unfortunately not at the right meeting point. This may have been compounded even further by the fact that you went to the Hotel de Ville for some reason. None of our tours meet at the Hotel de Ville so I'm a bit at a loss as to why you would head there. Nevertheless, once we realized you had missed your tour, we apologized and refunded you in full (of course) within 24 hours. We always strive to give our guests the best touring experience possible, even in unfortunate circumstances like these, and we do attempt to make things as right as we possibly can. We trust that the rest of your Paris experience was amazing, as it is a remarkable city! Kindly, Rebecca Guest Advocate

Hello, Thank you for your review. We value all of our guests feedback, and work hard to ensure that each of our guests have unforgettable touring experiences. We are deeply apologetic for the mishap with your tour. Unfortunately, as we explained when we contacted you, our reservation system was down and we were unable to view our scheduled tours for almost 36 hours. This was deeply concerning to us, and our guests (!), as you might imagine. We did make every effort to contact you regarding the status of your tour – including calling and texting the phone number you left in your booking, and emailing you. The only other option we could have tried was calling you at your hotel, but unfortunately you didn’t leave your hotel information during your tour booking. We did our best to make it up to you – including giving you the option of rescheduling your tour at a discounted price to show how sorry we were for our mistake. However, it worked out better for your traveling schedule to receive a full refund instead - which we issued in less than 24 hours. We make every effort to ensure our guests have fantastic touring experiences during their limited time in Paris, and sincerely apologize for any inconvenience you experienced. If you decide to visit Paris again, we’d be happy to offer you a complimentary tour to make it up to you. Kind regards, Tomas Aeon Tours

Dear Vikram, Thank you for your review. We are so sorry for this mistake. Our reservation system was undergoing an upgrade on the day you reserved your tour, which resulted in your booking not getting recorded in our system. This clearly should never have happened, but was unforeseen. We actually did not even know about this until you contacted us, so thank you. We did, of course, refund you in full immediately upon learning of this mistake. We also extended a complimentary tour of your choosing so that we could make it up to you and show you how great our guides really are. Once again, we thank you for your review, and hope you take us up on our complimentary tour offer! We'd love the chance to tour with your duo. Sincerely, Katelyn Guest Advocate