遊覽和票券由 Artviva 旅行社 提供
- 中文 (繁體)
來自 Artviva 旅行社General Manager Artviva S 的回應
已於 2019年6月24日 回應
Dear Kclarke There is an Australian saying “fair crack of the whip”. It means to give someone a fair go. We always appreciate feed back, we are always improving. But sometimes a situation happens that has not been encountered before and we can only do our best to deal with it. The best we could do was the solution we found. We did our best openly and transparently communicating this to all our guests before your tour. I'm happy you found our guide wonderful, and for you it was the Best of Tuscany-she will be very glad to hear that. You claim “But Artviva management showed a total disregard for honoring the terms of their offering. Beware bait and switch.” We have been completely honest, and up front. Our goal was not to deceive or overcharge, or to “bait and switch” as you say- but give really good service. The great service we are known for. Myself, and all my team are greatly offended by your false accusation. We work really hard to ensure all our guests have a great experience. The small group of 14 happened precisely because we really care, not because we don't care. If we kept to the 7 per group, doing 2 groups of 7 on that day, we would have been forced to split up your family or another couple or family for the day. No one would have liked being separated for the day (except maybe you?). I’m imagining the rest of the small group wouldn’t have minded being separated from you at all. So, on the day of your tour our only option was to make a small group of 14, instead of 2 groups of 7. One of our great guides and the driver spent longer with your group and came back one hour later than scheduled to ensure everyone as well as you got special small group care. I personally spoke to your group of 14 guests on the morning of the tour and apologized and explained why we had to join the two small groups together. Our staff also explained and the guide during the day explained again. We looked at the logistics, we agonized over it. More often than not our tour goes out with under the 7 person maximum not the actual 7 person maximum. We have a great staff operations manager that did her best to work out a solution. The guide was available to give everyone-one on one time if needed to make up for the inconvenience. Other best of Tuscany tours often have 60 and even 2 busloads of 120 in their daily group trips. That's the norm. Large buses. We do small groups only. You did not communicate your dissatisfaction before, during or after the tour. I only received an email over the weekend from you threatening to write a negative review…to which I responded explaining all this to you again. It's a shame you didn't tell the guide that you felt deceived, as our guide could have given you extra one on one time during the trip and in the hill top towns and during lunch, to negate any effects of a group of 14 rather than 7. I'm not sure what issues actually really occurred to make your group size of 14 instead of 7 such a drama for you (especially as we had gone to so much trouble to explain why the group was 14 and not 7) as the van had a sound system that the guide used and the guide and driver gave extra time and care. I also carried over and provided complementary bottles of mineral water for everyone for the trip back. We don't usually provide that little extra service but it was also going to be a hot day. The guide also offered to take the guests to extra places in the towns we don’t usually have time to include. I'm always happy to hear feedback and advice on how to run things better. We are not perfect and sometimes we do make mistakes. Genuine feedback from our guests that care is what helps us improve. But in this case, it’s simply not fair to be accused falsely of deceptive practices. We showed you and the other guests the opposite of “a total disregard”. I’m sure the other guests on your small group tour that day and the thousands of happy customers and five star reviews over the years will attest to our genuine concern for our guests. We don’t know why you have chosen to misrepresent our actions.