Unfortunately we didn't get to go along on the booked tour, and had to cancel just 45 minutes before we were due to be picked up. I called the after hours number to advise them that we weren't going to make the tour, and was met with kindness, and compassion from the gentleman that answered the phone.
I read their cancellation policy, and was aware that I would incur a 100% cancellation fee, so I was VERY surprised to receive an email from the company a few days later. They advised that they were going to refund me a significant portion of the cost of the tour, due to the circumstances.
This company went above and beyond for me during the booking process to ensure that we could get on a tour at short notice. My first contact with them was late on a Friday night, requesting a Sunday tour. I emailed other companies to do similar tours, but Edelweiss were the only ones that responded. And then to contact me to offer a refund unprompted, I am still quite shocked!
Thank you Doris and team for your kindness.