Thank you for following up and asking…
Thank you for following up and asking why we were dissatisfied with our experience. I am outlining the details below so there is no misunderstanding as to why this tour was unacceptable. After spending approximately $1,000 USD on your Key Masters Vatican tour in 2024, my daughter and I had high expectations for your Amalfi–Pompeii day trip in 2025. Visiting Amalfi was the primary reason we booked this tour. Because of its importance, we contacted your company every single day prior to departure to confirm that the itinerary would, in fact, include Amalfi. Each time, we were explicitly told by your representatives that we were going to Amalfi. We intentionally selected Monday, June 16, 2025 to avoid weekend congestion and crowds. Despite this, our booking was changed without my consent to a Sorrento itinerary. I immediately called to have this corrected and was once again reassured that we were “for sure” going to Amalfi. On the day of the tour, after visiting Pompeii, we were informed upon boarding the van that we would no longer be going to Amalfi due to a traffic jam and that it would “take all day” to clear. I checked Google Maps in real time and saw that the traffic issue cleared within approximately one hour. This explanation was inconsistent with the information available and directly contradicted the repeated confirmations we had received. At that point, the diversion to Sorrento felt misleading and inappropriate, given that we paid specifically for an Amalfi itinerary. When I expressed our dissatisfaction and requested a refund—because we were promised Amalfi, paid for Amalfi, and relied on multiple confirmations that we were going there—our concerns were dismissed. We did not receive a refund, not even a partial one, despite the tour materially differing from what was sold to us. This experience was extremely disappointing and reflects poor business practices. We spent a significant amount of money and did not receive the experience that was advertised or repeatedly confirmed. Compounding this frustration was the dismissive manner in which our concerns were handled when we raised them, including when we stated at the time that this situation was not acceptable. At this point, unless this matter is properly addressed, we will be leaving detailed reviews on your website, Google, and TripAdvisor to warn other travelers of our experience. Given the amount of money spent, the lack of any refund, and the way our concerns were handled, we believe it is important for future customers to be fully informed. We would still welcome a fair resolution, but the dissatisfaction stems directly from misrepresentation of the itinerary and the failure to address the issue appropriately once raised.