Thank you for the precious time you took to send us feedback and for being as objective as possible.
Thanks also for giving us the opportunity to explain our part as a tour operator.
We inform you that you have booked a Sharing Desert Safari at our normal times.
Being on a shared basis, we organize pickup times based on pickup locations for guests who will board the same car.
So delays can happen due to various reasons, such as a delayed guest or an unexpected event such as, in your case, an accident.
We are sorry that there was a misunderstanding, as the driver reported that he had the wrong hotel, but in fact, a mishap such as a road accident, albeit not serious, forced us to have to replace a car with driver that had been assigned to another pick up, this is the reason for the reason that the driver gave you.
Not for this reason, the second reason excluded the first, that of the accident.
In any case we understand your disappointment and we apologize, but really it was a force majeure that caused the chain of delay.
As for answering you about when the driver would arrive, we kept you constantly updated, replying to your WhatsApp messages, until you made contact with the driver. He is part of the Extreme Arabia staff, so there was no reason to give you the same information from two people from the same staff at the same time.
However, we hope that you have understood the exceptional nature of the facts and that our focus is on satisfying our customers as much as possible.
We hope to see you again on one of your next holidays.
Thanks again and kindest Regards,