Walks of ItalyReviews of walksofitaly.com

Response from Walks of ItalyApr 6, 2023

Dear Christina, We unfortunately were not aware of this account until recently and realize a long time has passed, but believe it's never too late to say I'm sorry, so here we are :) Unfortunately the pandemic hit us really hard, we were understaffed and difficult to to get ahold of, not to mention very slow at refunding and getting back to clients. But our financial situation was terrible and had to let go most of the staff, which explains ( not justifies, we are aware) the issues you encountered. But we did keep our promises in the end and refunded every single one of our clients, although months later. We hope you understand the emergency we were under and that things are quite different at the moment, and will grant us the opportunity to make it up to you in the future. Kindest regards, Gaia

Response from Walks of ItalyApr 11, 2023

Dear Virginia, Thank you for taking the time to review your experience with us. We rely on our customers' feedback to always monitor our services and are always grateful to receive comments, especially negative ones, as they help us improve. We are terribly sorry you were so dissatisfied with our service during Covid and cannot apologize enough for not issuing a refund in a timely manner, as we understand how disappointed you must have been. The truth is, when the pandemic hit we were taken by surprise and did not have the necessary funds to reimburse all our clients at once. As a result, we tried issuing tour credits for higher amounts than what was originally paid as a first option. We are not proud about it, but it was the best we could do under the circumstances and it gave us the time to find the money to refund all those who did not accept this offer. Again, I'd like to apologize on behalf of the company for not meeting your expectations as well as our usual standards of service, but can assure you things have gone back to normal already and would not have the same issues were you to book another tour with us in the future. Sincerely, Gaia

Response from Walks of ItalyApr 6, 2023

Dear Lonnie G, We are well aware our response comes extremely late, but we were not aware of this account until recently. However, we believe it's never too late to say I am sorry, as we really feel terrible for delaying all refunds so much during the pandemic. Thankfully now the situation is back to normal and we hope that you will give us the chance to make it up to you. Kindest regards, Gaia

Response from Walks of ItalyApr 11, 2023

Dear Robert, We apologize for not replying sooner, but we were made aware of this account only recently. We are certain the issues have long been solved, but believe its never too late to apologize. As addressed in previous reviews, the travel industry was among the businesses affected the most by the pandemic and we were completely unprepared for it. We had to let go most of our staff, which explains why we were difficult to reach at that time. It was not our intention to keep anyone's money, but had no means to refund all the cancellations at once, which is why we offered a voucher of much higher value than what was originally paid. We figure that if someone was really keen on visiting, then it would be beneficial for both. Thankfully, many clients were happy about the offer, and we are still honoring our vouchers today. That said, we did indeed refund all those who declined the offer, even though it took us months to do so. Again, we are terribly sorry for what happened but can assure you this is not how we usually conduct our business and hope that if you ever find yourself visiting any other city we serve, you will give us another try. Kindest regards, Gaia

Response from Walks of ItalyApr 6, 2023

Dear Reggie, First of all, please let us apologize for not getting back to you sooner and failing to refund in a timely manner. Unfortunately our business took a terrible blow during the pandemic and we were in severe difficulty. We let go most of our staff and had no funds, so it was very hard for us to reply to emails and refund requests in a timely manner. We hope you understand this is not the way we usually operate, and that now that the emergency has passed you will grant us the opportunity to make it up to you. Warm regards, Gaia