イトリア渓谷ツアー： バーリのポリニャーノ、オストゥーニ、ロコロトンド

Dear Customer, thank you for sharing your concerns. We are sorry to learn that the experience did not meet your expectations. We would like to clarify that we do not consider this excursion to require any particular level of physical activity. It is not designed as a hiking or high-intensity activity. However, it is a full-day tour of approximately ten hours visiting three different towns, and therefore a certain amount of walking is naturally required in order to reach and explore their historic centres. Our buses always stop as close as possible to the areas of interest, taking into account the traffic restrictions and access regulations established by each municipality. We specifically select strategic drop-off points with the aim of minimizing walking distances. Under normal circumstances, the historic centres can generally be reached within approximately five minutes on foot from the designated drop-off points. Unfortunately, coaches are often legally unable to enter the historic centres themselves, particularly in pedestrian or restricted-traffic areas, and this is not something that the tour operator can override. For guests with significantly reduced mobility, particularly where even short walking distances may represent a difficulty, we generally recommend a more personalized private service, where transportation and assistance can be adapted much more closely to the individual requirements of the participants. Our staff nevertheless provides assistance throughout the experience, and our customer support is always available should guests have questions, difficulties or particular requirements during the tour. Had we been informed that even a very short walking distance represented a serious difficulty for members of your group, we would have been able to assess, where permitted and operationally possible, whether a different drop-off solution or another type of service could have been more appropriate. For any future excursion, we would strongly recommend informing the operator in advance of specific mobility requirements and asking whether a closer drop-off or a more personalized transportation solution can be arranged. This allows the operator to evaluate the situation before departure and propose the most suitable experience. We are nevertheless sorry that the excursion was not enjoyable for your group and appreciate the opportunity to clarify how our service and the access arrangements to the historic centres are organized. Kind regards, Apulia Smart Tour

Dear Customer, thank you for taking the time to share your feedback. We are sorry to hear that the experience did not fully meet your expectations. We would nevertheless like to clarify a few aspects of the service, also for the benefit of future guests. During the excursion, when you contacted our customer service regarding the air conditioning, our team immediately got in touch with the driver and asked him to check the situation and make the necessary adjustments. Following this intervention, the tour continued as scheduled and we did not receive any further request to interrupt the service or indication that the situation remained unresolved. For this reason, our team understood that the matter had been addressed and that the excursion was continuing normally. Regarding the format of the experience, the service booked is designed as a Smart Tour rather than as a traditional guided tour with a physical guide accompanying guests throughout each destination. It includes organized transportation, assistance during the day, informational materials, digital resources and free time to explore each town independently. The driver’s main responsibility is therefore transportation and logistical coordination, while the sightseeing component is intended to be experienced independently with the support of the materials provided. The vehicle used was suitable and authorized for the number of passengers travelling. We do, however, understand that on particularly hot summer days personal comfort can vary, and we appreciate this feedback as an opportunity to further improve the overall travel experience. We are also sorry if the interaction with the driver did not feel sufficiently welcoming to you. Courtesy and attention toward all our guests are important to us, regardless of nationality or language, and this is something we always expect from the people working with us. Regarding Ostuni, temporary restoration works or changes affecting individual monuments are unfortunately outside our control. The town remains one of the destinations included in the itinerary because of its historic centre, architecture, panoramic views and overall cultural interest. We regret that the tour did not correspond to what you were hoping for, but we would also like to emphasize that our customer service remained available during the experience and acted promptly when contacted. Your comments will certainly be taken into consideration as we continue to improve both our communication and the quality of our services. Kind regards, Apulia Smart Tour