Réponse de Ana G, Gerente de Astro La Palma
A répondu le 23 mars 2018
Dear Claire. Thanks for your review but I am afraid we do not agree. There is always two views on things but I am glad we can give our view. If we could review a customer, we would not give you 2*. Following we will reply to your review, we will add a copy of our reply to you and copy of your emails to us. Our intention is to probe that we have dealed with your reservation with kindness following the conditions of purchase and we have refunded you within the legal time limit. Please notice that we do not stand for rudeness of any kind. The refunds for a visit to the Observatory are not in full as there is a 10% fee. This is quite normal for many products including ours particularly for online booking. This is explained on conditions and every visitor must agree on these conditions before purchase by clicking on accept. This 10% does not even cover the costs for international sms message (that we sent you on cancellation), time dealing with reservations and refunds and the cost of an online reservation in the first place. In your case the fee was 1,8 EUR (2 tickets). Your visit was for 10/03 was cancelled due to a weather warning (safety reasons). This was an objective reason for which every customer is warned before purchase. You had the option not to reserve if you did not agreed with the conditions. We did warn you and we did not force you to buy. After all visits to the Observatory are weather permitting only (take place at 2400m altitude) and can only take place within safety regulations. So in our opinion, as you had all this information before purchase and you agreed to it, we do not really undertand why you are accussing as of robbing you. We find this very unfair. And giving your rude emails I will take the time now to copying them here. Please note that we are disputing your review on the basis of rude behaviour. You are absolutely right: It is about education. Our answer: "Dear Claire, I am copying here the conditions of your purchase that I am sure you read before purchase as you had to mark it as "read" and "accept". On refunds we are only following these conditions. Please see that there is a 10% fees on refunds. Also please notice that the are expenses derived with managing reservations and cancellations and than when we cancel there is an objective reason for it which by the way we notify you before. Cancellations: Your visit may be canceled unexpectedly by the Observatory, due to unforeseen circumstances in the operation of the telescopes or occurring adverse weather conditions that may affect safety in the accesses to the Observatory (snow, ice, landslides or weather warnings issued by local government as read here). For every visit at minimum of 15 people is required. In the event of a cancellation of a visit, your ticket may be refunded except issuance costs (10 % due to managing fees). For groups of above 10 people this issuance costs are 30 EUR. Likewise any customer may cancel with a cost of 10% up to 10 days before the visit. For groups of above 10 people, cancellation fees are 30 EUR. Later cancellations by customer/group are non-refundable. Cancellations by customers must be in written (email at firstname.lastname@example.org). Below there is a copy of your tickets which also includes the conditions on cancellation." ---------- Your emails: * "Thank you for the refund, but i received 16,20€ whereas I paid 18€. Why that ? We chose La Palma almost exclusively for this visit and were very disappointed about the cancellation, we excpect to be refund for exactly what we paid. " * "Hello, I am only asking for an answer, which is, I think, very appropriate. It is about education. Thank you in advance, " * Thank you for your answer, that is only what I excpected, an answer, which is a matter of education ! I never said that there was no objective reason, I only wanted to be answered, which I have been, thank you for that. * "Which I am sure you read" Please notice that you are so funny, I can't stop laughing ah ah ah ah ! I fully understand as it was in the conditions, but I notice that Astro La Palma is really funny ! Have a nice day Ana, Claire Following our answer, you wrote your review on tripadvisor. We gave you an educated answer and we completely followed the procedure for cancellation conditions that you agreed on purchase. You have now taken more than 1,8 EUR valued of our time. No comments on your personal remarks. Once again thanks for your review.