Walks of ItalyReviews of walksofitaly.com

Response from Walks of ItalyApr 6, 2023

Dear Antonio J, We are very sorry we never got back to you until now! Even though I am certain the issue has already been solved, I wanted to apologize on behalf of the company for taking so much time to refund during the pandemic. We had no income at the time and were trying to get refunded ourselves for all operational costs( mostly reservations and ticket purchases 6/ 12 months ahead) we had sustained for tours that would never take place. As a result, it took us a very long time for us to reimburse our guests, even months in some cases. We are truly sorry about that but please rest assured we would have never behaved that way if it wasn't an emergency. We hope you can forgive us and that if you ever travel to one of our destinations in the future you will give us another chance. Sincerely, Gaia

Response from Walks of ItalyApr 6, 2023

Dear Jack, Thank you for the comments. Yes, Italy was not the same in 2021, it was "broken". But we found the way to resurrect stronger than ever. We finally understood how lucky we were and are working harder than ever to preserve it. We hope you will have the opportunity to visit us again soon and tell for yourself. Best regards, Gaia

Response from Walks of ItalyApr 6, 2023

Dear Raechel, Thank you for posting on our page. We rely on our guests' s direct experiences to monitor our services, and are always grateful for their comments, especially negative ones, as they help us improve the most. First of all, let me apologize on the company's behalf for not issuing a refund for your tour immediately, even though you were well inside our cancellation policy. That is not something we are proud of, I can assure you. Unfortunately we were not at all prepared for a pandemic and its economical consequences. Many businesses were affected, but our category was among those who suffered the most. We pride ourselves in always putting the customer first, but we simply did not have the necessary funds for all our guests. That unfortunately is the honest truth. That's why we decided to offer future tour credits of a much higher value than what was originally spent as our first option, and refund only when necessary. This of course caused many delays, also because we had to cut down costs and were understaffed but eventually we did honor our word and refunded all those who did not accept the credit. We understand that was not great customer service, but it really was the most we could afford at the time. Again, we cannot apologize enough about what happened, but hope you understand the critical condition we were in. We would be very happy if you could give us a chance to make things right to you, so please contact us at [email protected]. We promise we will not disappoint you again! Sincerely, Gaia

Response from Walks of ItalyApr 6, 2023

Dear Kathy 2, First of all, let me apologize for not getting back to you sooner, but we just learned about this page. Secondly, you are absolutely right, we were not able to honor our refund policy during the pandemic, and took months to get back to our guests. Unfortunately though, we had no choice. Not only had all our services been cancelled and were uncertain when and if they would resume, but we had to let go most of our staff as we could not afford to pay them any longer. Meanwhile, refund requests arrived every minute, and we did not know how to handle them. As a result, it did take months for us to process them and are sorry about it, but were able to keep our word in the end, and are very proud of that. We hope you understand we would have behaved much differently under regular circumstances and that you will forgive us for it. If you ever find yourself visiting any other country we serve, please give us another chance. We will be happy to have the opportunity to redeem ourselves and offer you a free service. Looking forward to hosting you soon. Kind regards, Gaia

Response from Walks of ItalyApr 6, 2023

Dear Elizabeth, We are very sorry both for not reply sooner and letting you down during your holiday. We pride ourselves in never cancelling our services unless absolutely necessary ( really adverse weather conditions for boat tours, unexpected site closures, etc) so we are very surprised to hear that and are certain there must have been a valid reason for it. However, that said, we are still very sorry for disappointing you and hope that you will give us a chance to make it up to you in the future. Kindest regards, Gaia

Response from Walks of ItalyApr 6, 2023

Dear Bruce, We are terribly sorry for what happened during the pandemic and for not replying sooner. We are well aware we were at fault for failing to refund in a timely manner, and take full responsibility for it. Unfortunately, as I already explained to other guests, the situation was really terrible we were understaffed and did not know how to find the necessary funds, so it took us months to be able to process all the requests. We hope you understand we would have never behaved that way had we any other option and that you will give us another opportunity in the future. Kindest regard, Gaia

Response from Walks of ItalyApr 6, 2023

Dear Linda, We are terribly sorry we were not able to meet your expectations at the time. Unfortunately during the pandemic we faced many issues and were not able to refund in a timely manner and take full responsibility for it. However, please believe us things have changed dramatically since then ( for the best of course!) and now that we are back to normal would be honored to show you the level of service we are capable of. Kindest regards, Gaia