Dear Silvia, first of all, thank you very much for writing you review in English even if our tour was given in Italian, such that anyone can judge the quality of our tours. We believe that “we failed to deliver” simply because you were late, and you do not want to accept that guided tours have to start on time. All other customers that arrived on time seem not to share your view and provided excellent reviews. We would also like to remind you that our customer service is so “poor” (as you defined it) that, when in the past you booked two tours without showing-up and without cancelling the reservation, we allowed you to reschedule both tours free of charge, even if we have already paid your entrance tickets. Moreover, it seems that our attention to the customers is so “ridiculous” that in other two tours, you were late and the guide, with the rest of the group, waited only for you. The same happened this time. The meeting time of our tours is always scheduled 15 minutes before the actual start, as clearly reported on the booking confirmation: the meeting time was 10.45 am and the tour was supposed to start at 11.00 am, so the guide waited for some more minutes and then started the tour in respect of all the other customers that arrived on time. Then, our customer service showed such a "zero attention" that when you called us (at 11.25 am, why so late if you just had a few minutes delay?), we provided you with the necessary support, explaining where to wait for the guide, that you eventually met around 11.35 am. If you had notified your delay before the start of the tour, we would have been able to contact the guide before the actual start of the tour, arranging a meeting with you at a further tour stop. On the contrary, you called the customer service only at 11.25 am (40 minutes after the tour meeting time!) and, of course, once the tour is started it is no longer possible to phone to the guide, once again in respect of all the people that, having arrived on time, are enjoying the tour. You complained because no audio support was given: we don’t provide audio system for every tour, this information is clearly stated in what is included in the price of each tour, and no complaint was given so far about our choice of not providing audio support when it's not needed. Then, it’s hard to believe that you chose more than 10 times our tours if you think they are so poor, the quality of our tours and the commitment to our customers is well reflected by all the reviews and feedback that we continuously receive and that motivate our daily work. However, if you really think that our tour guides “does not give you more information than Wikipedia”, then you can anytime access there all the information you need on your own, saving money and without the need to be on time. Finally, thank you again very much for writing you review in English, such that anyone can understand the quality of our service, how important is to be on time when participating to guided tours and how much we value the effort of people who respect the rest of the group and the work of our guides. Kind regards, Milanoguida