Pompeya y Herculano Pequeño Grupo con un Arqueólogo Experto

Dear Guest, Thank you for taking the time to share your feedback. We are genuinely sorry to learn that the experience did not meet your expectations. However, we would like to clarify several important facts regarding the circumstances surrounding your booking. The original Pompeii and Herculaneum Small-Group Tour requires a minimum number of participants in order to operate. As clearly stated in the published tour information available prior to booking: "Minimum numbers of 6 people per tour apply. There is a possibility of cancellation after confirmation if there are not enough passengers to meet requirements. In the event of this occurring, you will be offered an alternative or full refund." Unfortunately, due to cancellations from other participants, the departure no longer met the minimum number of guests required to operate and only your family remained on the booking. At that point, we could have simply cancelled the excursion and issued a full refund, exactly as outlined in the published tour conditions. Instead, because we understand how valuable vacation time is and how disappointing last-minute cancellations can be, we chose to go the extra mile. Rather than cancelling the excursion and leaving your family without the opportunity to experience some of Southern Italy's most iconic destinations, our team proactively contacted you and arranged an upgraded full-day experience including Positano, Sorrento, and Pompeii. Most importantly, accepting the alternative experience was entirely optional. Guests were free to accept the proposed excursion or decline it and receive a full refund. The alternative was explained in advance, and the experience was voluntarily accepted prior to departure. We would also like to clarify that the excursion operated exactly as described. Guests enjoyed free time in Positano, free time in Sorrento, and a guided visit of Pompeii with a licensed guide. The itinerary was completed, the excursion operated successfully, and all guests returned safely and on time to their cruise ship. While we understand that different travelers have different expectations regarding how they spend their free time, the stops provided opportunities to explore the towns, admire the coastline, enjoy local restaurants, relax, shop, take photographs, and, for those who wished, enjoy the sea. We were also pleased to see many guests express their appreciation to the guide during the excursion. We are particularly grateful for your kind words regarding her professionalism and knowledge, as she worked extremely hard to ensure guests enjoyed their day despite the logistical challenges involved in coordinating a full-day excursion along one of the world's most celebrated coastlines. We respectfully disagree with the characterization of the experience as a "bait and switch." The original tour could no longer operate because the minimum number of participants was no longer met, a possibility clearly disclosed in the published tour information available prior to booking. Rather than simply cancelling the excursion and issuing a refund, we personally contacted affected guests and offered an alternative experience, which remained entirely optional and was accepted prior to departure. At Mondo Guide, we believe that exceptional customer service is demonstrated when unexpected situations arise. Transparency, flexibility, communication, and a genuine commitment to our guests are values that guide every decision we make. While we regret that the alternative experience ultimately did not meet your personal expectations, we remain proud that our team chose to proactively communicate with guests, provide options, preserve their travel plans, and ensure that travelers could continue enjoying Positano, Sorrento, and Pompeii rather than simply receiving a cancellation notice. We appreciate your feedback and thank you for giving us the opportunity to clarify the circumstances surrounding your booking. Mondo Guide +39 331 708 0962 www.mondoguide.com

Dear Guest, Thank you for taking the time to share your feedback. We fully understand your disappointment and appreciate the opportunity to clarify the circumstances surrounding your booking for future travelers. First and foremost, the possibility of cancellation due to insufficient participation is clearly disclosed in the published tour information available prior to booking. The tour description states: "Minimum numbers of 6 people per tour apply. There is a possibility of cancellation after confirmation if there are not enough passengers to meet requirements. In the event of this occurring, you will be offered an alternative or full refund." We would also like to clarify that guests booking through Viator benefit from a cancellation policy allowing reservations to be cancelled up to 24 hours prior to departure. Unfortunately, due to cancellations made by other travelers within this permitted cancellation window, the departure no longer met the minimum number of participants required for the tour to operate. Rather than waiting until the last possible moment, our team proactively contacted affected guests approximately 48 hours before departure to explain the situation and discuss available options. This was done specifically to provide travelers with as much notice as possible and to help them make informed decisions regarding their plans. At that point, we could have simply cancelled the booking and issued a full refund, exactly as outlined in the published terms and conditions. Instead, because we understand how important these experiences are to our guests and how many travelers plan their holidays months in advance, we chose to go the extra mile. Rather than cancelling the experience and leaving guests without the opportunity to visit Pompeii and Herculaneum, our team personally contacted affected travelers and worked to find a solution. The solution offered allowed guests to participate in the exact same Pompeii and Herculaneum Small-Group Tour with an Expert Archaeologist, visiting the same UNESCO World Heritage Sites, enjoying the same type of guided experience, and taking part on the same date. The only difference was that guests would need to reach Naples independently rather than utilizing the train tickets included in the Rome departure option. Most importantly, accepting this solution was entirely optional. Every guest remained free to either accept the proposed arrangement or decline it and receive a full refund. The choice always remained with the traveler. We therefore regret reading a review suggesting that guests were left without options, as the exact opposite occurred. Rather than cancelling the departure and ending the matter there, we invested additional time and effort to preserve the experience and give guests the opportunity to enjoy what many consider to be one of the highlights of a trip to Italy. Regarding the group size, the published tour information states that the experience accommodates a maximum of 21 travelers. On this particular departure, two additional participants were young family members travelling together. Rather than separating a family and negatively impacting their experience, we chose to keep them together. We believe most travelers would agree that keeping families together is the most reasonable and considerate solution. Most importantly, the review itself acknowledges that the tour experience was good. We are pleased that guests were ultimately able to enjoy Pompeii and Herculaneum with an expert archaeologist despite the operational challenges created by last-minute cancellations. At Mondo Guide, we believe that exceptional customer service is demonstrated not when everything goes perfectly, but when unexpected circumstances arise. Transparency, communication, flexibility, and a genuine commitment to our guests are values that guide every decision we make. While we fully understand your disappointment regarding the transportation arrangements, we remain proud that our team chose to proactively contact guests, provide advance notice, clearly explain the situation, offer options, and work hard to ensure travelers could still experience one of Italy's most extraordinary archaeological journeys rather than simply receiving a cancellation notice. We appreciate your feedback and thank you for giving us the opportunity to clarify the circumstances surrounding your booking. Mondo Guide +39 331 708 0962 www.mondoguide.com

Dear Guest, Thank you for taking the time to share your feedback. We completely understand your disappointment that the original Pompeii and Herculaneum Small-Group Tour did not operate as initially planned, and we appreciate the opportunity to clarify what happened. Like many small-group experiences, this tour requires a minimum number of participants in order to operate. Unfortunately, due to last-minute cancellations made within the platform's permitted cancellation window, the departure no longer met the minimum number of guests required to confirm the tour. At that point, we could have simply cancelled the departure and issued full refunds to all affected guests, which would have been fully consistent with the platform's policies. Instead, because we understand how valuable vacation time is and how many travelers plan these experiences months in advance, our team chose a different approach. Rather than cancelling the experience and leaving guests without plans for the day, we personally contacted every affected traveler, explained the situation transparently, and worked to find an alternative solution. To avoid disappointing our guests, we offered an upgraded full-day excursion at no additional cost, allowing travelers to enjoy some of Southern Italy's most iconic destinations, including Sorrento, Positano, and Pompeii, rather than losing an entire day of their holiday. Most importantly, no guest was ever required to accept the alternative experience. Every traveler remained completely free to either accept the upgraded excursion or decline it and receive a full refund. The choice always remained with the guest. For this reason, we were naturally disappointed to read that the alternative experience did not meet your expectations, particularly since the situation was discussed directly, explained in advance, and the proposed solution was voluntarily accepted before departure. While we fully understand that some travelers may prefer one itinerary over another, we remain proud of the effort our team made to proactively communicate with guests, provide options, and preserve their travel plans rather than simply cancelling the experience. At Mondo Guide, we believe that exceptional service is often demonstrated when unexpected circumstances arise. Transparency, flexibility, communication, and a genuine commitment to our guests are values that guide every decision we make. While no alternative can perfectly replace a specific itinerary for every traveler, we remain proud that our team chose to personally contact guests, clearly explain the situation, offer an upgraded experience, and provide the freedom to choose the option that best suited their needs. We appreciate your feedback and thank you for giving us the opportunity to clarify the circumstances surrounding your booking. Mondo Guide+39 331 7080962 www.mondoguide.com