Gênes : Excursion guidée à terre à Portofino et visite privée en bateau

Dear Joe Pino, We are writing in response to your recent feedback regarding your tour booked for 9:30 AM. We must respectfully clarify the facts surrounding your departure: Meeting Point Information: The meeting point details are always clearly stated on your booking voucher. When a slight operational adjustment was necessary, we proactively notified you via email well in advance. The updated location was just a 3-minute walk from the original site, with clear and precise instructions provided. Communication & Efforts to Reach You: Our team attempted to phone you multiple times before and during the scheduled departure time, but received no answer. Furthermore, we have no record of any incoming calls or messages from you on our emergency line. Grace Period: Although the tour was strictly scheduled to depart at 9:30 AM, our team waited at the location until 9:45 AM—15 minutes past the start time—to accommodate you before the group had to proceed. Refund Processed: Despite our team following all correct operational protocols and the missed departure being beyond our control, a refund was already processed for your booking as a gesture of goodwill. We take great pride in our clear communication and punctual service. While we regret that you were unable to join the group, all instructions were provided correctly and every effort was made on our end to assist you. Best regards, Davide

Dear Amy, Thank you for your feedback, and we are sincerely sorry for the disappointment caused by the cancellation of your tour and any frustration this situation created during your trip. We would like to clarify how our system works regarding this process: Automated Information: As mentioned in our email, that request was part of an automated standard message. Self-Cancellation Option: When a tour is within the eligible cancellation period, the platform allows guests to cancel autonomously with a single click to receive an immediate, full refund without waiting for manual processing. Our Manual Processing: If a guest prefers not to cancel on their end or encounters difficulties, our team can always process the cancellation manually on our dashboard. This process involves a few extra administrative steps on our side, but as happened in your case, we completed it smoothly as soon as requested. Please rest assured that your full refund was always 100% guaranteed. We regret that the initial instructions felt like an inconvenience while you were traveling, as our goal was simply to offer the fastest way for you to receive your money back. We appreciate your understanding and truly hope to welcome you on one of our tours in the future under better circumstances. Best regards, Davide

Dear Rebecca, Thank you for sharing your experience with us. We would like to clarify a few important points regarding your tour to ensure future travelers have an accurate understanding of our services. First, regarding the language barrier, all of our tour leaders are licensed, professional English-speaking guides. While some guides may have a more pronounced accent than others, this is natural for international guides and does not mean they lack the language skills required to lead a tour effectively. Second, regarding the word "private" in our description, it is clearly associated with the boat cruise to Portofino, meaning it is a private boat reserved exclusively for our group, rather than a public ferry. When a group is large, safety regulations and capacity limits require us to deploy additional watercraft to support the main boat. There is nothing bizarre about this; it is standard maritime logistical procedure to ensure everyone is transported safely and comfortably. You mentioned it was not well-managed, but without specific examples of what went wrong, we cannot look into your claim further. Lastly, regarding Genoa, it is a magnificent historical city that is highly praised by the vast majority of our guests. However, we completely understand that travel preferences are highly subjective and that every traveler has their own personal tastes. We appreciate your feedback and are glad you found Portofino lovely. Best regards, Davide