Skip-the-Line Florence Duomo with Brunelleschi's Dome Climb

Hello Margarita, and thank you for feedback. We want to reassure you here, as we did on the phone, that we did everything in our power to meet up with you. The meeting point for this tour (Via dei Cimatori, 9R, 50122 Firenze FI, Italy) is clearly stated on your confirmation email, as it is in the description of the tour, and on your pre-tour reminder email that you received a day prior to the tour. It is not possible to sell a tour on Viator without a clearly established meeting point. When we realized that you were not at the meeting point at the tour start time, we reached out to you by phone. Our guide agreed to bring the rest of the group to meet you at the Cathedral, however you were nowhere to be found upon his arrival. As we had other members of the tour that were on time and in the right place, we needed to continue with the tour. We repeatedly tried to reach you by phone, but were unable to do so. Viator is a marketplace for tours and activities, so the name 'Viator' is not listed on our office. This is made clear in the confirmation email. Our staff were present in our office throughout the day; perhaps you went by in the evening? We are very sorry that you missed your tour with us. We know that we went out of our way to locate you and get you integrated with the rest of the group. It's unfortunate that you weren't able to reach out to us ahead of the tour to confirm the meeting point, assuming this was not clear to you. We do hope that you enjoyed the rest of your time in Florence. It's unfortunate that others may read this review and think negatively of the experience; we can confirm that we had a lovely tour with those who arrived on time and in the right place.

Hi Chris, I am sorry that you did not enjoy your tour with us. We care about the experience of every customer that joins us on tour and try our best to exceed their expectations. I will address each of your points here separately to be able to reassure potential future guests with some broader context: 1. It seems that you had some trouble finding the meeting point. Navigating a foreign city can be difficult, so we clearly display the exact address, along with a map, in the confirmation email that you received at the time of booking. It is the address of our office which has not changed in 12 years - a 3 min walk from the Duomo where we meet for all our Florence Tours. The meeting time is also clearly displayed on that email and the attached voucher. 2. The rules regarding exposed shoulders and knees are passed to us directly by the management of the cathedral, and are in place due to the main hall being an active place of worship. We respect the rules of all the attractions that we visit, and make those rules plainly visible and easy to follow on that booking confirmation. 3. Due to the fact that we are in the midst of a global pandemic, there are some additional health and safety procedures that are required before entering the cathedral. This does unfortunately slow down the normal "skip the line" experience but we have yet to be delayed by more than 20 minutes. And while it is out of our control, 99% of the time the extra wait has been under 10 mins. Most of our customers fully appreciate the fact that for now, "normal" remains unfortunately just out of reach. 4. I wish I knew precisely what you meant by our company being “a mess” because we are always looking for ways to improve, but from my point of view I can tell you that I am surrounded by wonderful colleagues, working hard to smoothly navigate a very difficult moment and provide safe, fun tours and excellent customer service. As well as enthusiastically embracing the new health and safety regulations, and adapting our tours to better suit this current landscape, we are also happy to report that we have been able to keep all of our staff employed and maintain a near perfect record of satisfied customers every step of the way. In fact, yours is the first review under 5 stars that we have received in more than 7 months, and that includes the 8 other people on your tour. And it hurts! I really wish we had been able to show you a good time. We know that your holiday time is precious and if, despite our best efforts, you did not enjoy the 3 hours that you spent with us then we have failed at our mission, and for that I sincerely apologise.