Dear L,
Thank you for your feedback and for joining our walk. We hope you are doing well.
We are sorry to hear you have not enjoyed our experience as much as we would have wanted you to. We think the reviews bear witness to the fact that we truly put everything into our tours, and we are always sorry to hear our guests left us somewhat disappointed. We do respect and appreciate your opinion. Any feedback is very important to us.
It is really difficult for us to hear you did not find great value in exchange for the money you paid (our walks cost EUR 90 per person, not GBP 90 - but that's beside the point). We think the price of the walk reflects much more than just the quantity of the food we serve. We offer food of the highest quality only. There are not many food tours around the world who take their guests to a restaurant featured in the Michelin guide. We do. As you have mentioned, we also keep the groups very small (max. seven people per two locals). That allows us to put a lot of personal touches into the experience. There is also a lot of research behind our walks, and we always give out the results of the research to all our guests with the insider information and tips (often tailored to their specific interests, likes and preferences) provided before, during and after the tour so that travellers can see Prague as locals, not tourists.
We are also sorry that you have not expressed these concerns earlier. Seeing that you barely touched or rejected many of the foods offered (we remember it was the escargots, fried cheese, farmer's goat cheese, steak tartare, braised cabbage with bacon, horseradish sauce, potato salad, digestive liquor and wine, let alone the birthday cake we ordered for you, which you did not touch - with none of these foods mentioned when we asked about your food allergies and dislikes), we asked you several times in the first two hours of the tour alone whether you wanted us to order something else in addition to what we had ordered, and repeated that question later in the cafe and the wine bar. Your response was always the same: no, thank you, I am fine. We left the first restaurant (where the main meal of the tour is served) with food left on the table. We are absolutely sure of that: it is our policy to simply order more food if the food is all gone. We would have definitely responded to any complaints you may have had on the spot and ordered more food, as we do. We are sorry your review was the first opportunity for us to learn about your complaints. Not just because of a less-than-stellar review, but because we wanted you to truly enjoy your time with us.
In conclusion, we are again very sorry that we have fallen short of your deservedly high expectations. We would have offered a refund, of course, but you pre-empted this comment. We really have nothing but the best interest of our guests on our minds.
Thank you again for joining us and for your feedback.
Best wishes,
Zuzi, Jan and Karolina
