Krakow May

Yes, the fact that there are many offers is wonderful. And we will definitely use them. Personally, I did not complain to you, because I did not want to overshadow the rest and try to remember the best of it. And believe me, I heard the opinion of other participants of the trip more than clearly even on the bus and after the trip, when more than half of the tour participants threatened to storm your company and demand a refund of part of the money for the inconvenience caused.
And your "sincere" misunderstanding of why we rebelled, I, in my opinion, clearly explained in the previous comment: the boorish answers of the drivers, their pursuit of their personal interests (if they were really in a hurry to the border, we would have got there much earlier, and not ride Poland, in order to pass by the places they need to "pick up documents"), the disorganization of the guides (we drove all day hungry and without water).
Well, and most importantly, why I still wrote - this is your sarcastic response to the client, who quite gently, but constructively and objectively pointed out your mistakes to you.

Galchona, I absolutely do not avoid any conversations, your accusations and our explanations. The “maliciousness” of my answer is also caused by ordinary human pain, because you came to our office, saw the eyes of every person who works here, and you know very well that we care. On any trip, including ours, there are drawbacks: tourists often do not like the hotel or the guide, buses stand at customs for hours, drivers stray in cities, before May there were crazy problems with visas (many tourists simply did not get them, because that Poland has drastically reduced its supply quotas). I saw how our guys gave all the best to book a really good hotel, pick up a comfortable and safe bus so that Helena could work with you in Krakow ... And all this turned out to be unimportant and unimportant for you. Only the non-working Tesco became significant.
I don't think we need to be "stormed" as you said - the phones are all working, the office is always open during business hours. We are not ashamed of this trip. When we had serious blunders, we always apologized and dealt with all problems in a constructive manner. It’s just that we are people too, there are few of us, we know all the tourists by name and they all know us, we also get hurt and offended, even though you don’t think so.

Galchona, but in general I just now thought that in vain I am trying to explain how we work and talk about our difficulties - you are not interested in this, right? Therefore, I apologize for your negative impressions, I will try to take into account the reviews for the next trips, I will continue to suppress my emotions :). I sincerely wish you more good and interesting trips! :)

That would be right away, right by the heart :). And then you scoff. It is clear that we are all human, we all make mistakes. The only reason I wrote was indignation at the tone of your letter, since mistakes must be recognized and corrected.
Good luck and prosperity!

Thank you too! :)