We are deeply disappointed by your feedback, which we believe to be both unfair and inaccurate. We have promptly addressed all your emails and provided explanations as needed. Additionally, we made several attempts to call you to discuss the situation but have not received a response.
We were also surprised by your comments regarding the boat tour location, as you booked the tour directly, not through us. You had expressed concerns that the original pick-up point was too far from the lunch restaurant and involved too much walking for elderly members of your group. We suggested a closer pick-up point, which you agreed to and arranged on your own.
Regarding the ticket pricing, we want to clarify that we do not mark up tickets by 100%. Our charges are in line with industry standards. Additionally, we arranged and booked lunch for 23 people at no extra charge.
The day was packed with numerous sites on a tight schedule, which we communicated to you in advance. Unfortunately, the group spent an extended time in a shop, which delayed the entire program. To stay on schedule, we made necessary adjustments on the day of the tour. As previously mentioned, the horses were not at the Royal Stables due to the summer holiday. We prioritized other key stops to ensure a well-rounded experience for the group.
It’s important to note that the entire group of 23 appeared very satisfied with the tour and the program. As discussed at the time of booking, our tours are designed to be flexible, allowing our guides to adjust the itinerary based on group size, timing, and participants’ interests. This flexibility is intended to provide the best possible experience for everyone.
We hope this clarifies the situation and that you can appreciate the efforts we made to accommodate your group’s needs.
While we understand that this experience has left you dissatisfied, we would appreciate the opportunity to make things right. Please reach out to us directly so we can discuss possible resolutions.