Dear Client,
Thank you for your feedback. We take into consideration both positive reviews and negative ones as well as our aim is to always provide an excellent service to all our clients . Specifically that day the issue was caused by the delivery person of the headsets that was delayed and did not inform us of the delay. We've laready taken action for this as this is unacceptable for us. Ketty is a very good guide and receives constantly words of praise from our clients and therefore I do not doubt that day her tour was as good as usual . Our tour as specified in literature includes some of the cells , but not the full secret itinerary - that's a different tour, not the one we offer on this small group tour . This said , I'm sorry you had a bad experience and although, as said, I've taken action with the provider of devices as the delay is unacceotable for our standards, I believe that perfection does not belong to us as human beings and that I trust reviews when there is a certain balance and mode of conveying a criticism to an aspect / issue with the tour witghout making it feel it was a complete disaster. I trust Ketty, our guide and her knowledge - She was there and did the tour - there certainly have been a problem with the delay from the headsets delivery person and as for not hearing Ketty a few times during the tour, we always invite clients to talk to the guide - she can not be aware of any issues with hearing her if she is not told about the problem. Moreover guides are always given a few spare headsets in case of problems with a few .
Kindest Regards
Monica
