Hello Alyssa_A,
We sincerely apologize for the disappointing experience you had during your Colosseum Underground Semi-Private Tour with Roman Forum & Gladiator Arena. This is certainly not the standard of service we strive to provide at City Wonders, and we deeply regret the inconvenience you faced.
We are truly sorry that your guide did not show up as scheduled, and we understand how frustrating it must have been to not receive any response when trying to contact us. Your time and trust are of utmost importance to us, and we deeply regret that we fell short of your expectations.
While we strive to maintain excellent customer service, there are instances where our lines may be busy due to high call volumes. However, this should not excuse the lack of response to your texts and calls. We are actively reviewing our processes to ensure that such issues are addressed promptly and efficiently in the future.
To rectify this situation, we have initiated a full refund for your booking. You can expect the refund to be processed shortly, and the funds will be returned to the original payment method.
We understand that missing the opportunity to see the Colosseum on your chosen day due to sold-out tickets was disappointing, and we sincerely apologize for any inconvenience this caused you.
Your feedback is invaluable, and it will be used to enhance our services and ensure that such incidents do not recur. Your satisfaction is essential to us, and we hope to have the opportunity to welcome you back for a more satisfying experience in the future.
If there's anything else you would like to discuss or if you have any further questions, please don't hesitate to reach out to our customer support team.
Once again, we apologize for the disappointment and inconvenience, and we thank you for bringing this matter to our attention.
Best regards,
Edgar J.
City Wonders Support Team