Dear Simon. Thank you for your review. I’m sorry to hear you had a frustrating experience with your waitress. And I am glad you loved the fado show and your guide Violeta.
Desert is always included even Port wine is not.
We set a high standard for ourselves, we always aim to deliver a great experience, and we are gutted when we don’t meet expectations.
I apologize on behalf of everyone at 496 Tours. Please know that your situation was an exception. As you can see on all previous reviews, we are known for taking ownership and caring deeply about our customers.
We can’t fix the past but you have my personal commitment to improve the way our staff serves every customer. Until then, please accept my sincerest apologies on behalf of everyone on the team.
Thanks for taking the time to bring this to our attention. We will use the feedback to make us better and to ensure this doesn’t happen again.
I would appreciate another chance to show you how we really work.
Please call me or ask for me next time you’re at Porto.
Best Regards
María Sánchez