Thank you once again for allowing Fun in Tuscany the opportunity to be part of your trip to Italy. We very much appreciate the chance to share the beauty of Tuscany and our passion for our work.
We are disheartened that you experienced a less than perfect tour with our company. As you can see from our hundreds of positively glowing reviews, we are very serious about pleasing our clients and affording them a happy and memorable day in Tuscany. I would like to explain what transpired after you separated from the group.
As instructed, the balance of the group, 16 individuals, met at the main gate of San Gimignano at the pre-arranged time, a half hour later. Unfortunately the entire group waited for you to arrive there for more than 20 minutes after this time. It was unfair to the others to wait any longer, so I arranged for them to leave, while I stayed behind to look for you. I waited at the gate for quite some time, and then continued to search for you within the town of San Gimignano, but with my best efforts, could not find you. I returned to the gate, and you were still not there. I continued to look, to no avail.
Prior to walking into town, I recall you asked what should someone do in case they get lost, and I responded that the entire group should meet at the gate at the end of the tour, if you get lost, meet at the gate. However, you were not there. It was truly impossible to find you.
I take the responsibility of being a guide very seriously but feel that my clients must be responsible and timely as well, and follow instructions for the overall benefit of the group. I apologize for any inconvenience, and hope that you understand that I waited and searched for you hoping to find you. I do not believe that your review of Fun in Tuscany is a fair assessment of our services, and am hopeful that TripAdvisor will not post it. We strive to make all of our tours wonderful experiences and have many return clients and referrals.
Thank you.