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Response from the owner
hace 9 meses
Dear Alessandra, below are some clarifications regarding your review. 1. The voucher is valid for one year. She purchased it in October 2023. After contacting us in October, she was given some availability for midweek days in …Dear Alessandra, below are some clarifications regarding your review. 1. The voucher is valid for one year. She purchased it in October 2023. After contacting us in October, she was given some availability for midweek days in October and November and weekends in December. Not accepting the proposed dates, he opted to book in March 2024. 2. Our policy provides for free cancellation within 48 hours of departure, after which a 100% cancellation fee is applied. This happens for the majority of bookings in the tourism world. Medical documentation is only needed if cancellation insurance has been taken out (at the time of booking). These policies are used to protect the supplier from last minute cancellations, for services already booked and paid for. In the previous days we received cancellations for various reasons (adverse weather forecasts, bereavements, family problems), which we regularly managed with refunds or changes to other dates. 3. In this regard, on 1/03 we received an email from you asking if, given the weather forecast, the excursion would take place anyway... 4. Having not received any official communication of cancellation (we had proposed to her to give the tickets to some of her acquaintances - the name change for us can even be managed at the last minute), on Saturday morning our representative called you to ascertain your presence or absence. We would never have wanted to leave two of our guests "stranded". From our point of view this is called “professionalism”. Sincerely, the management More
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