Reply directly from our guide:
First of all, I would like to thank you for making the effort to give us your feedback. As you may have recalled, I did say in my introduction that we welcome criticism because only that way can we improve. Regardless, I do take issue with your account of the events as they occurred.
People's understanding of things may differ but the degree to which our accounts differ makes it hard to excuse them away as mere differences of opinion. However, the fact that you pointed out to me that that you have a poor understanding of English at the beginning of the tour, I would like to assume that much of these disappointments could largely be due to the language barrier.
I would like to take a look at and address each of the points as you have presented.
1) You claim I was 10 minutes late and had no explanation. The actual meeting point was around the corner from where I found you with the other guests. I had sent the guests who had already checked in to the shade. Only three people who had not yet arrived - you and your daughters. After waiting the extra 10-minute grace period I found out that you had not tried to find me or even ask the other guests where I was. When I arrived at the group, I not only told you I was waiting around the corner in the sun, you had ALSO said YOU WERE late because you were visiting the neighboring cemetery.
2) I do not understand what your point is about the so-called unregistered couple. There are no rules against spontaneous participation. If guests want to do so they are welcomed to do so but have to make a registration on the spot. You seemed to have missed the point where they filled in the form on my phone.
3) I am sorry you felt uncomfortable listening to my explanation how the tour works. And I understand you may have felt it was a waste of your time (or worse as you said found it "painful and vulgar"). But the tour was not only for you but other guests -- many of whom are unaware how the tour works. The explanation pointed out that guests were invited to make an evaluation at the end of the tour. At no time did I ever make any statement that said you "have to" do anything. This is a mischaracterization but again perhaps this was "lost in translation". I mentioned that tip money is the means by which we know if our guides are doing quality or mediocre work. This introductory explanation is what I have been using for years and oddly, after the thousands of guests I have had, you are the only one to find fault with it. And lastly, you criticize me for adding levity when talking about money. I guess you feel I should only do so with a scowl on my face.
4) The fact that it made you uncomfortable to hear me say "remember we can only do this with your generosity" seems excessive to say the least.
5) This criticism of fast pace of the tour between monuments fails to take into consideration that much of the time between stops was in the hot sun. I don't know what you expected but most of my guests want to minimize the time in the sun, hence we did not walk particularly slowly. It would have been nice if you had mentioned that I found shade at every stop to shield us from that heat. Again, although you may be used to the sun in Egypt, the other guests were not.
You wanted to see the Pyramid more. The tour stared at the Pyramid, as you saw you cannot get right up next to it - there is a gap between it and pavement (I also explained entrance is only possible per appointment). You had every opportunity to take pictures of it while we were standing there (considering how much you disliked my introduction it may have been a better choice). During the rest of the tour, you certainly did take that initiative. As I recall, I remember your indifference to the entire group by frequently holding them up while you took pictures.
Regarding the secret hole, I presented to everyone the option to wait in the sun to have a look through the keyhole or forgo it (the line in front of the gate meant about a 30-minute wait). Perhaps you didn't understand this, or your daughters failed to translate, either way there is no reason to suggest we didn’t wait to view the magic keyhole out of a lack of interest in my guests.
Regarding the Mouth of Truth, again there was a long line, the tour was running overtime and I could see on everyone's faces that they were getting tired. You were one of the first to sit down when we got inside the church of St. Mary Cosmedin. I mentioned to the group that because line was quite long, I would explain the history of the Mouth of Truth in front of it from outside the gate. Finally, the tour ended not more than 5 minutes from the location of the church so it would've been very easy to revisit.
It is truly unfortunate that you did not give me a chance to address your concerns during the tour, as you had every opportunity to do so.
Regards
