Walks of ItalyReviews of walksofitaly.com

Response from Walks of ItalyApr 5, 2023

Dear Michael, Thank you for reaching out to us. I have not been able to locate your reservation and investigate the matter, but wanted to assure you we take claims like this one extremely seriously. We typically cancel only when there is a sudden closure at the main site, which can occur from time to time, and there is no way for us ( or for any other tour company for that matter) to prevent it. However, when that occurs we always offer a refund plus a tour credit, so I am very surprised to read your review. Please feel free to contact us at [email protected] at any time and give us the opportunity to make it up to you. Looking forward to hearing from you. Gaia

Response from Walks of ItalyApr 6, 2023

Dear Gail, Thank you for posting on our page. Unfortunately we were unaware of this account which is why it has taken us so long to get back to you. First of all, we are very sorry you did not find our guide at the designated time and location. We never cancel our services unless there is a sudden site closure, but either contact our clients beforehand or send a member of the staff on site to greet them and explain the situation together with all the available options. We care about each and everyone of our guests, and make sure we never make them feel "alone". At least not on purpose. That's why I was surprised to read your review. Could you have shown up late or perhaps at the wrong spot? As there are many tour companies that meet very close to one another it is easy to get confused. We hate to leave you with such a bad experience, so please feel free to contact us at [email protected] at any time and we will be glad to assist you. Even if some time has passed we can still pull up your records and make it up to you. All the best, Gaia

Response from Walks of ItalyApr 6, 2023

Dear Brandi, Thank you for reaching out to us. I realize it's a bit late to reply, but we were made aware of this account only recently. We strive to provide only the best possible service to or clients, and never cancel our service unless absolutely necessary. Even then, we never fail to send out notices or show up at the meeting point if we were unable to reach our guests, so I was surprised to read your comments. Even though a long time has passed, please contact us at [email protected] and we will be happy to make it up to you. All the best, Gaia

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