"Sold a tour they knew couldn’t happen. No warning, no alternative, extra charges, rude guide, and n

Dear sirs, I have requested a refund twice in compliance with the company´s policy. I have been denied both times. Subject: Formal Refund Request – WHERETO TOURS Premium Rides – Booking: Full Day Tour to Sintra and Cascais Sightseeing Tour Dear WHERETO TOURS, I am writing to formally request a full refund of €138 for the “Full Day Tour to Sintra and Cascais Sightseeing Tour” booked and paid in cash on August 13, 2025, for travel on August 14, 2025. The service provided did not match the itinerary and conditions advertised at the time of purchase. 1. Failure to deliver advertised itinerary When I booked, your materials stated the tour would include the Palace of Pena, the Medieval Town of Sintra, Cabo da Roca, Cascais, and Estoril, in a small group of up to 8 people in an air-conditioned vehicle. On the day of the tour, I was informed only after departure that key sites, including the Palace of Pena, were inaccessible due to fire alerts — a fact that, by your own admission, was known before my purchase. Tickets should not have been sold under these circumstances, and no alternative itinerary or refund option was offered. Also, the driver did not inform us until we were already on the road, and almost at the End of the World stop. Way too late to turn back, so I was never given the option to cancel. I also was never informed by the hotel staff that the tour was not going to the places offered in the brochure. 2. Unannounced additional charges Instead of the advertised highlights, we were taken to a small palace not listed in your brochure, where we were required to pay an additional €22 for entry. This was neither disclosed in advance nor optional if we wished to participate. 3. Poor guiding and customer service The guide provided minimal information, often spoke too softly for most passengers to hear, and responded to reasonable questions with hostility. This included refusing a short stop to exchange a purchased souvenir and demonstrating unfamiliarity with the substitute palace, often reading from signage to provide information. 4. Comfort and logistical issues Air conditioning was inadequate for most passengers in the back seats, despite repeated requests, and window ventilation was denied due to preferences of the front-seat passengers. Seating arrangements and comfort were not managed in a fair or professional manner. 5. Lack of value for money The delivered tour bore little resemblance to what was purchased. The failure to disclose major itinerary changes in advance, coupled with additional charges and the guide’s unprofessional conduct, represents a clear breach of contract under Portuguese consumer protection law. Request for resolution In light of the above, I request a full refund of €138. This request is also being filed via the official Livro de Reclamações platform, which requires a written reply within 15 working days. If no satisfactory resolution is provided within this timeframe, I will proceed with formal arbitration via the Comissão Arbitral do Turismo de Portugal and, if necessary, file a claim with the Fundo de Garantia de Viagens e Turismo (FGVT). I trust you will resolve this matter promptly. Kind regards, Richard Morris Waldrop Jr charmedrichard1@aol.com +34 679 042 727

Dear Mr. Waldrop, We are sorry to read that your experience did not meet your expectations. Allow us, however, to clarify for the benefit of future guests reading your comments. During your stay in Lisbon, the National Palace of Pena was officially closed by the authorities due to the wildfire alert in Sintra. This was a circumstance beyond our control. At the time of booking through the hotel reception, and again at the start of the tour, this closure and the adapted itinerary were clearly explained. Guests were offered the option to cancel with a full refund before departure. The group, including yourself, chose to continue, and the day was carried out with visits to Queluz Palace, Sintra, Cabo da Roca and Cascais. Regarding the additional charge mentioned: entry tickets to monuments are not included in the tour price, as stated in our brochure and on our partner platforms. Guests always have the choice of whether or not to join such visits. We regret that you did not enjoy the guiding style or the comfort of the vehicle on that day. Your feedback has been noted and reviewed internally, although the large majority of guests on the same program normally report very positive experiences. We thank you for sharing your opinion and assure future travelers that we remain committed to transparency, professionalism, and adapting itineraries responsibly when faced with exceptional circumstances such as national safety closures. Best regards, Gonçalo Bicho Where To – Premium Tours Cordialmente - Kind regards - Mit freundlichenGrüssen Aviso legal:A informação contida nesta mensagem electrónica e, caso existam, os ficheiros anexos, sãodirigidos à pessoa cujo endereço electrónico consta nocabeçalho. Caso receba esta mensagem electrónica enão seja o destinatário, pedimos que a apague deimediato. Qualquer uso fraudulento realizado com oconteúdo da mensagem electrónica recebida ficasubmetido às acções previstas pela legislação vigente. Legal warning:The information which this e-mailcontains and, should this be the case, its attached files,are for the sole use of the person whose e-mail addressfigures in the heading. Should any other person receivethis e-mail, we request that it be erased at once. Anyfraudulent use of the contents of this e-mail is punishableby law according to the current legislation regarding thesematters. Protecção de Dados:A Where To, Lda. declara quecumpre com a legislação em matéria de protecção dedados pessoais actualmente vigente e garante que otratamento dos seus dados pessoais é lícito, leal,transparente e limitado às finalidades autorizadas. AWhere To, Lda.é responsável pelo tratamento, e informaque está a implementar todas as regras aplicáveis aotratamento dos seus dados pessoais, às medidas desegurança técnicas e organizativas, aos direitos que lheassistem, assim como, à recolha do seu consentimento.Caso pretenda exercer os seus direitos de acesso,rectificação, eliminação, portabilidade, oposição oulimitação pode enviar um e-mail parageral@whereto.pt Pense no Ambiente antes de imprimir este e-mail.Imprima só se for necessário/ Before printing this mail orany of its attachments, please be sure it is absolutelynecessary. No dia 19/08/2025, às 14:30, escreveu: