THE TOUR YOU HIRED IS A SHARED TOUR THAT IS NOT PRESENTED HERE ON TRIPADVISOR, IT IS IMPORTANT TO MENTION THIS WHEN YOU WRITE THIS INJUSTICE YOU JUST DID, AND WE WILL JUSTIFY WHY WHAT YOU DID WAS A HUGE INJUSTICE:
YOU HIRED A GROUP TOUR, WHICH HAS A PRE-DEFINED PROGRAM AND MUST BE COMPLIED WITH, AND YOU DID NOT HIRE A PRIVATE TOUR, WHICH IN THIS CASE COULD HAVE BEEN ADAPTED, we are sorry but we cannot agree with the review in any way, there is more than 2,500 customers who say the opposite of what you write here, and honestly, you chose a GROUP TOUR and YOU WANTED TO HAVE HAD A PRIVATE TOUR SERVICE, YOU COULD HAVE HAD IT, BUT THIS SERVICE HAS A HIGHER SERVICE COST, it won't be the price of a group/shared tour.
The tour you booked through the hotel where you were staying, and every day we have customers from that same hotel and unfortunately it was the first complaint in this regard, we were unable to understand if there was any communication error when explaining the tour or if our program really wasn't the right one you wanted, a group tour always has a predefined program, you didn't contract the tour directly with us, if you had done so and asked your questions, we would have helped and we would have said that what you were eventually looking for could only If it is a private tour, you have not contracted the direct service with us.
Analyzing your review, I will explain our point of view because Honestly, taking into account what you wanted to do on your day's group tour, you would have opted for a private tour that would be possible to adapt What you were looking for, a group tour we don't have that option, we have to stick to the program.
Our website, where you have the description of the shared tour, clearly mentions the places we passed by and the places we stopped to visit, and it is very clear in the description.
Our colleague informed all clients in the morning breafing about what the day would be like, because it´s GROUP TOUR AND HAS A PROGRAM TO BE FULFILLED.
You mention:
"Instead we spend 90 minutes in Cascais, and this is not worth the time"
On our website, in the GROUP TOUR description, Cascais is the first stop of the day for customers to stroll around and get to know you, it is part of the program and is written in the tour description.
"and instead of having a private guide, our guide waited for us at the end "
Once again you are making some confusion, YOU HIRED A GROUP TOUR and NOT A PRIVATE TOUR, I think you got completely confused with the tour options you chose, once again YOU WANTED A PRIVATE TOUR SERVICE, but YOU OPTED FOR A GROUP TOUR, with A PRIVATE TOUR WOULD BE POSSIBLE TO DO WHAT YOU SAY, WITHOUT ANY PROBLEM.
We are a small local company and we work hard every day to offer quality, and we do it with great pleasure, in this case and clearly, YOU SHOULD HAVE OPTED FOR A PRIVATE TOUR and in that case you would have had the day you wanted, I think there was some misinterpretation of the GROUP TOUR program that you bought, because the program was followed with criteria, IF YOU HAD OPTED FOR A PRIVATE TOUR, IT IS A MORE EXPENSIVE PRICE, it is a fact, but you would have had everything you mention without any problem.
ON A PRIVATE TOUR WE CAN ADAPT THE SERVICE TO OUR CUSTOMER WITHOUT PROBLEM.
With all the respect you deserve, I'm sorry, but the review you wrote is very unfair because it was your bad choice, you could have the day you wanted through a private tour, and not do what you thought you wanted on a shared tour with a predefined program.
We wish you all the best and we only ask that in the future, in a "conclusion" like this, before writing what you wrote, that you keep in mind that the company was not to blame for your choice, we could with great pleasure have done what you wanted , but it would only be possible with a private tour.
Best regards from this professional, polite team that greatly respects and values its customers.