I had booked a four hour private tour with a guide with city unscripted for Florence, Italy with my children. The day prior to the tour my daughter became very sick and needed to be hospitalized. It was 20 hours before the scheduled start time for the tour. It is quite scary and upsetting to be in a foreign country where you don’t speak the language and need to seek hospital treatment for your child. When I asked about a full or partial refund, I was told that their policy is that they will not give refunds if the tour is not canceled within 24 hours. They refused to make any exception or even provide any refund of any kind , but only offered a discount on a future tour. This is no way to run a business. They went back and forth time after time in email just reiterating their apologies for my daughters hospitalization and offering absolutely no monetary reimbursement. I fully understand if they wanted to give some sort of payment to the guide, but to refuse any sort of refund is absolutely unacceptable. it is a very busy time in Italy right now, and I am sure that the tour guide was used for another tour.
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City Unscripted brings you a one-of-a-kind way to discover the world. With passionate, knowledgeable hosts, you'll experience each city beyond the beaten tourist path like you would with a friend who lives there. Say goodbye to generic city tours and hello to City Unscripted experiences!
