Boston Private Tours LLC

I am in receipt of a recent letter regarding a complaint by *** ***- *** and her travel company *** ***Ms*** and I worked for several months together last year planning for a trip for roughly tour participants which would have lasted 4-days in and around Boston
We spent countless hours talking on the phone and emailing to get all of the details perfect for this high end groupI collected a deposit for this tour for $2,which was 25% of what was to be the total tour costMy understanding with Ms*** was that BPT would refund her deposit, less any charges incurred by BPT if cancelled by March 30th, Ms*** emailed to cancel on March 24, at a time when I was out of the country for an extended time and my accountant , who normally does not do more for us than our tax returns was too busy just prior to filling deadline to research the wired monies from a year agoi explained to Ms*** that we would have the deposit back to *** *** when taxes were filed and I was back to verify her earlier wire amounts and charges incurredAs a business we were victims of fraud years ago and it involved extensive wire fraud totaling more than because of this we are extremely careful about funds leaving our business account as we learned from this terrible experienceMs*** received back her deposit less wire and administrative fees which totaled We normally charge an itinerary design fee for such an extensive trip as it requires lots of preparation, research and leg work and I waived this fee because we were finding Ms*** very difficult to work with and did not want the hassle of arguing about a trip now cancelledSo, the work we did for Ms*** was not only fruitless and she did receive her monies back less the costs to us to do businessBut we also had to deal with her complaint which is unwarrantedthis is very small company and our reputation is important to us, we keep very busy seasonally and do other things in the off season to build our businessAs you can well imagine it is easy or a small business to perform very well but still have a customer here and there that will never be satisfiedBecause our business caters to high end I feel that we find this a bit more than others because wealthier clientele are extremely demandingMy Dad started this business in retirement to keep busy and as he and my brother and I worked hard to build it and hire talented and competent guidesThe business became very successful on the small scaleBecause this is a family company we strive to offer the very best in quality and customer care and have no reason not to stand by our brand and take good care of our customersThank you for your time