Thank you for writing a review about the Van Gogh bicycle tour. We appreciate that you have taken the time to share your experience, we always learn from that, including in your case.
If customers book a tour from us via a platform, the first information of that platform will state that the supplier (we) will approach you via the message box with an initial e-mail to confirm the booking. We then always send a second e-mail 24 hours in advance with the details of the web app and the password to log in. The customer who books the tour is initially responsible for checking whether that e-mail arrives on his e-mail. Sometimes a wrong e-mail address is accidentally given during the booking or e-mail ends up in a spam box, that is the responsibility of the customer. We, as a supplier, do not receive direct email addresses from the customers booking on the platforms due to GDPR. (privacy law)
Immediately after booking, we sent you an initial e-mail (via the message box) stating what you have booked, what time you should be where and what you should take into account. It also says that we advise you to read everything carefully before the tour starts. The second email you received 24 hours before departure with the link and password of this tour with which you can already log in and prepare. The web app explains exactly how the 'technical' part (the web app) works and per stop you see the texts and tips with a link to navigate. We work with this self-developed web app for all our tours and many people use it to their satisfaction every day. If there are problems with customers, we solve them together.
However, you didn't give us a chance to solve it. You called us irritated and in a hurry and you interrupted every sentence of ours. When we asked what was a good solution for you, you only said 'I want my money back'. We have indicated that this is not possible on the day of the tour and that you had that chance until 24 hours before departure. After all, we had reserved and paid for the museum, coffee and cake and the bicycles to the locations. You also say you had not booked via Viator/Tripadvisor and certainly not received any information in advance, despite the fact that the booking was made via that platform and you are now also posting a review here. We immediately sent you a screenshot that it was made via this platform. We have also contacted Tripadvisor/Viator and they have confirmed that our messages to you are neatly in the message box. It doesn't matter how you booked, you are the first responsible person who should check after a booking whether a confirmation is received somewhere and what is required of you afterwards.
During our telephone conversation we explained to you that you could use the entrance to the museum that day, as well as the coffee and cake and the bicycles. Because we were not given the opportunity to explain the web app, we offered to refund € 25 for this, which you immediately received back. You make it appear in your review that you have paid too much, but the total price per person is the sum of products that you do not include in your comparison. We are not even talking about the months of preparation that we as a company have put into the web app. Your comparison is too easy and inaccurate.
After we agreed that you would use everything that day except the web app, because you couldn't figure it out, we sent you the relevant screenshots about the locations such as the museum and the mill so that you could navigate there yourself . We haven't heard from you since then until now. What surprises us is that you write that you still used the web app while you said earlier that you didn't understand it and we also refunded the money for this.
You write yourself that it is not your preference to cycle with a "technical app" and that is not a bad thing at all. We would have been happy to help you with a 'paper version' if you had given us the chance.
Hopefully you have enjoyed all the beauty that Eindhoven has to offer, including the legacy of Vincent Van Gogh!
Thanks again for your review!