Thank you for taking the time to provide us with this feedback.
I would like to apologize for the inconvenience. We work very hard to ensure the success of each and every one of our tours and rely on our customers' feedback, whether positive or negative, to always improve our services. I know how important your holidays are to you, and I feel terrible for not meeting your expectations.
Unfortunately, the guide had an emergency right before the tour and was unable to join the tour.
We are deeply sorry and fully understand your frustration and disappointment.
I want to let you know that we have already provided you with a full refund for the experience that did not go as planned.
If you have any other questions or would like to discuss the situation further, do not hesitate to contact us at email@example.com.
We appreciate your understanding and look forward to the opportunity to provide you with a better experience in the future.