Cracóvia Histórica: Cidade Velha e Castelo de Wawel

I am copying your review into English below so others reading this understand that our company was not at fault here. Review in English: ”No information was provided on how to reach the group Upon arrival at the castle, the teams on site refused to take care of my reservation I had to pay for a visit with the organisation on site I claim a refund” Response: You seem to have misunderstood what we as a company offer, and what it was you actually booked. We run a Krakow Old Town walking tour that finishes in the grounds of Wawel Castle at the end. The product is called Historic Krakow: Old Town & Castle walking tour. ”No information was provided on how to reach the group on arrival at the castle.”This is because we do not start at the castle. Our page and the booking, clearly states several times that the tour begins at St. Mary’s Basilica in the Old Town main square. You didn’t join the tour at the correct location, instead you went directly to the castle, assuming it starts there. It is not at all surprising that the staff who work at the castle weren’t able to assist you and that you weren’t able to find our tour. Our contact info is included on the booking, you could have called us or messaged us through Viator if you were having trouble and we would have been able to assist you. You also didn’t include your phone number when making your booking so we couldn’t call to help you when you didn’t show up for the tour. Furthermore, you can’t just write ”I claim a refund” in your review. We would be more than happy to refund the €2.99 booking fee you paid to secure your place on our tour, but you have to request the refund through Viator where you made your booking as they hold your money. We have tried to contact you via email concerning this matter, as well as contacting Viator to appeal this unfair review, but neither attempt has been successful. We work very hard to maintain our excellent reputation as you can see from the countless positive reviews on this page.

Hi Nick. So glad you enjoyed our tour! If you thought our guide was great and thoroughly entertained you, why did you only leave us 4 stars? A four-star rating will actually bring down the overall rating of our tour, so if you think it was great, please reflect that in your rating :) . Thanks

Hi. Thanks for your comments. Unfortunately it is peak summer and it does get hot. This is out of our hands. You stated that our guide was very good, which means we did everything that could be expected of us a tour provider. Adverse weather already has a huge effect on the number of guests that join our walking tours, so further marking us down for the heat does seem a little harsh as it brings down the overall rating of our tour despite this not being in our control. Our guides are instructed to always try to stay in the shade on hot days, and we provide a refreshment break mid-way through the tour, so I’m not sure what else we could have done. Thanks