Dear Barbara_G,
Thank you for taking the time to share your feedback regarding your recent day tour to Loch Ness from Edinburgh. We extend our sincerest apologies for the inconvenience you encountered during the tour. The breakdown of the bus and the subsequent disruptions are certainly not reflective of the level of service we aim to provide. We do maintain our coaches more thoroughly than required by law, but sometimes breakdowns unfortunately still happen out of our control.
We deeply regret the unexpected bus breakdown that occurred, resulting in having to take a longer breakfast on the Smiddy Farm. We were able to promptly replace the coach with another one and added extra stops to minimise the disruption to your itinerary. However, we acknowledge that this situation still impacted your overall experience, particularly with the cancellation of the cruise portion of the tour.
Furthermore, we are genuinely sorry to hear about your dissatisfaction with the behaviour of our driver-guide. Providing exceptional customer service is paramount to us, and we will be investigating this matter internally to ensure that all our staff members uphold the highest standards of professionalism and courtesy at all times.
Regarding the commentary provided during the tour, we are disappointed to learn that it did not meet your expectations. Your feedback will be shared with our team for further evaluation and improvement. We strive to offer engaging and informative narratives that enhance the overall experience for our guests.
Once again, we apologise for the shortcomings you encountered and appreciate your valuable feedback. Please know that we are committed to learning from this experience and making the necessary adjustments to enhance the quality of our tours in the future.
If you would like to discuss your experience further or require any additional assistance, please do not hesitate to contact us directly. We hope to have the opportunity to welcome you back on another tour and provide you with the exceptional experience you deserve.
Kind regards,
Aleix