Your company is terrible at communicating with customers during the trip. Your guide was very difficult to understand...
Dear Client,
I'm very sorry you didn't enjoy the tour, and thank you for your review. However, I need to correct and emphasize the following, especially regarding communication. Unfortunately, the two excursions were cancelled due to sea conditions. I've attached a screenshot from your booking page on Tour Radar, highlighting that the refund was immediately authorized two days later, and a message from Tour Radar customer care confirming the process and timing (sent on April 15th).
Elijia
(TourRadar Agent)
Apr 15, 2026 18:53
Hi Annette.
We can confirm that we have successfully processed a refund to your Credit Card ending in 8433 for the amount of AUD 332.34.
To download your updated invoice, please navigate to your Booking Conversation Page and click the ‘Download confirmation’ button. This will allow you to save a copy directly to your device for your records.
Please note that refunds typically take 7 to 14 business days to reflect in your account, depending on your bank and credit card provider.
If you have any further questions, feel free to reach out to us at any time. We’re happy to help. We look forward to helping you plan more incredible adventures!
Have a great day.
Elijia
TourRadar
The travel voucher was sent two weeks before the tour departure, specifically to allow customers to ask questions about the itinerary and clarify any concerns.
During the tour, your WhatsApp number was requested specifically to communicate with you during the trip, when many customers don't have access to email.
You informed me of the cancellation last Saturday, April 11th. I responded on Sunday, April 12th, a holiday on which agencies are closed, but given the situation, I was happy to respond. Furthermore, you hadn't seen the ferry tickets previously sent, so I sent them again as an attachment.
The following day, Monday, April 13th, I confirmed the refund and added it to your booking page.
The communication was always on your Tour Radar booking page.
Despite the messages regarding the refund, you continued to call colleagues in Sicily throughout the week, who reconfirmed your request and invited you to check the Tour Radar page.
Perhaps, for better communication, it would have been helpful to read the WhatsApp messages, check the Tour Radar booking page, and check the emails received before making nonsense accusations.
I've never had any problem taking responsibility for mistakes made by me or my colleagues, but in this case the communication was so extensive and complete that perhaps the problem was that it was even excessive across the various means used.
We certainly don't take lightly the comments we receive regarding the tour and the work of the people involved. Regarding Taormina, The name of the Hotel is Baia Azzurra, a good hotel with an average of 8.0 on booking.com, several clients appreciated the views onto the ocean and the staff service, however this is subjective.
Kindest Regards.
OG
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