ジェノヴァ：ポルトフィーノガイド付き海岸小旅行＆プライベートボートツアー

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