コミノ島ゴゾ＆ブルーラグーンのサンセットトゥクトゥクツアー（オールインクルーシブ）

We are sorry you experienced an unfortunate problem with your phone, but your review is materially misleading and omits important facts. Your booking was for 3 September at 08:30. Our vehicle arrived at the designated pickup point, and our team attempted to contact you three times by phone when you did not appear. The vehicle waited before proceeding, and the seats, boat arrangements, meals, driver and other services had already been committed and paid for. When you eventually contacted us, we explained this to you and, despite the fact that this was a genuine no-show, you repeatedly asked us to rebook the tour at a substantial discount or allow your children to travel free. We explained that the booking had been made through Viator and that any applicable booking procedures needed to be followed through that platform. You state that we were “highly inflexible,” but you do not mention that we had already attempted to reach you several times and had a vehicle waiting for you. Nor do you mention that you were informed of the situation and given an explanation. Most importantly, your review describes us as “completely rude and unprofessional,” while omitting the fact that you directed abusive and offensive language at our staff, including telling our team to “F...WORD,” calling them an “A ...HOLE,” and using other profanity after we explained why the booking could not simply be transferred to another date. We understand that losing your phone was an unfortunate accident, and we genuinely sympathize with that. However, an emergency on the customer’s side does not automatically eliminate the costs incurred by the tour operator or turn a missed departure into an available future booking. We are always happy to consider reasonable requests where circumstances and booking conditions allow. What we cannot accept is a review that presents only one side of the interaction while leaving out the repeated attempts to contact you and the abusive messages subsequently directed at our staff. We respect every customer’s right to leave an honest review. We simply ask that the review reflect the complete circumstances, not just the part that supports one side of the story

Dear Sara, Thank you for taking the time to review us. We are addressing the food concerns you mentioned and appreciate your valuable feedback. Your comments help us improve our service and ensure a better experience for all our guests.

Grazie mille per aver condiviso la sua esperienza. Siamo davvero felici che abbia apprezzato l’organizzazione del servizio e la disponibilità di Hermes — ci fa molto piacere sapere che il trasferimento e l’assistenza siano stati all’altezza delle aspettative. Ci dispiace sinceramente, invece, che la cena non sia stata di suo gradimento. Il nostro intento è offrire un pranzo tradizionale semplice ma curato, e ci rammarica sapere che qualità e preparazione non abbiano rispecchiato gli standard previsti. Il suo commento è molto importante per noi e sarà condiviso con il team per migliorare questo aspetto. La ringraziamo ancora per il feedback e speriamo di poterla accogliere nuovamente in futuro per offrirle un’esperienza pienamente soddisfacente