Wonderful Holidays UK

We take great pride in the services we provide and are passionate about resolving any issues that may arise or differ from expectations. We acknowledged that there was a technical error, and as a responsible team and company, we addressed it promptly at the root level. Therefore, we are unsure why a compliment is being presented with a tone of complaint. On Day 3, when you mentioned the group size, we offered to move you to a private tour starting a day after (That I am sure anyone can understand is of a lot more value in Europe). This proposal was immediately declined. From what we understand, and after speaking to Maria, your group guide, she confirmed that you were having a good time and had not mentioned any issues with receiving adequate attention. You also confirmed this, stating that you had not expressed any concerns to Maria. It was further confirmed with Maria and yourself that the increased number of guests occurred only on three excursion days. We promised to address this by providing more substantial travel credits than initially offered and you accepted them. We notice a very selective narration, omitting mention of the additional inclusions our team provided at the last minute, the immediate reimbursement of the breakfast receipt you shared with us on the day when a complimentary a car service arrived early, an assurance from our team within 2 mins of raising the concern was given at about midnight EST—that you could make the transfer wait, allowing you to have breakfast leisurely. Despite this with no fault of the team, it agreed and processed the reimbursement of your Breakfast you had to have outside. While your one statement stated you didn't have time to check our message as you were in a hurry to get into the vehicle and another one mentioned about you having to wait outside the hotel for 30 mins for the transfer to arrive. (We honestly couldn't understand which one to believe, we weren't nitpicking here but just trying to make sense of what exactly happened as both statements were referred to the exact same time span). We genuinely feel that when it came time to leave a review, we were pressured by being told that if we did not convert these credits into a refund, you would leave a negative review. This is not a situation we will ever be coerced into. We would rather earn a great review with our relentless hard / focused work towards customer satisfaction than having to buy one. Thank you !