Dear Priya_S,
Thank you for reviewing our service. We work very hard to ensure the success of each and everyone of our tours and feel terrible on those occasions when something goes wrong.
First of all, I am terribly sorry St Mark's closed unexpectedly on the day of your service, as I can only imagine the disappointment! Unfortunately all religious sites can close off their grounds at the last moment for internal reasons or celebrations, and there is nothing we ca do to prevent it.
Thankfully these events are not common, but they do occur causing frustration on both ends: our clients feel obviously let down while we feel powerless knowing our hard work has been compromised by reasons beyond our control.
Usually when this happens we spend more time in other locations or add an extra site to the visit to ensure our guests get a full tour. When this is not possible, then our office gets in touch to makeup for the disappointment. Did this not happen to you? If not, please let us know.
Finally, we agree that a group of 5 people doesn't necessarily need a microphone and headsets. However, due to the new Covid regulations and the social distance required for safety, we prefer to always use them ( even if they are a high extra cost for us), to ensure everyone is able to hear clearly. As a matter of fact, voices tend to be muffled by masks, so the audio equipment is a great help from that point of view.
Thank you again for reaching out to us. We hope your time in Venice was lovely, and that if you ever return you will give us another chance.
Kindest regards,