Dear Tom W, I am so sorry to hear that your recent City Unscripted experience was a disappointment. As soon as you got in touch with the team we started a thorough investigation to get a full picture of the booking. We take these things very seriously, and that’s why we asked for further feedback from your side and got in touch with the host. As my colleague explained to you in detail, we offer personalised city-experiences with local “hosts”. They are not licensed tour guides but rather people who live in the city and know all its hidden gems and best spots to get an insight into how the locals in the city live. Our hosts are not required to have extensive historical knowledge of the places you visit but rather to be able to show the city in an authentic way. However, they are required to be able to navigate their way around the city and have some plan for the experience. As our experiences are spontaneous and planned according to what the guests want to see and do in the city, the plan can be changed at any point. I appreciate your feedback, and the points you mentioned have been addressed by the wider team to make sure similar situations won’t happen again in the future. I hope you decide to use the 3-hour complementary experience we offered you to make up for the disappointment. We would love to get a chance to host you again in any of our 45+ cities worldwide and provide you with the 5* experience of the standard we aspire to. All the best, Anna Kerekes Co-founder | City Unscripted