Dear Guest,
Thank you very much for taking the time to write us your feedback.
We are very sorry that you did not enjoy your tour and that you were disappointed in it. We have now discussed the situation in detail with your tour guide and driver to find out what happened.
Our tour guide Katinka informed me that there was indeed an issue starting the bus at the East Side Gallery - however this happened after you have already seen all the other sights on our itinerary. We tracked the route of your bus and can see that before the issue with the bus, you have completed the itinerary advertized online - and in fact - the East Side Gallery was a bonus stop, which is not included in our regular tours.
I understand that it was frustrating to have to wait, but I am glad that we managed to resolve the problem in just about 30 minutes, leaving all of our customers some time on their own to explore the magnificent murals of the East Side Gallery - which most of the group really appreciated.
Our guide is very sorry that you did not let her know you were unsatisfied, she remembers this day and the group very well and she said she got wonderful feedback from everybody. It is also a shame that you did not mention the problem with internet to the tour guide. Our bus drivers are not responsible for WI-FI and they need to be focused on driving at all times. Katinka was very surprised to learn about your problems with WIFI as she said nobody reported it to her on the date so she could try and fix it. We see that the connection was defintiely working on this date, as many GB were downloaded, it must have been a problem with your cellphone for which we sincerely apologize. We do warn in our description that if trouble with WIFI occur, we refund 10EUR per passenger as a token of apology.
We would love to invite you back to Berlin, and offer a discount for a more extensive sightseeing including museum visits and more.
Thanks for sharing your experience which will help us improve our tours for the future customers!
Joanna
The Essence of Berlin team