First I would like to say the crew on Norwegian epic was wonderful!! Waited a year and a half just to go on my first cruise with Norwegian. We booked excursions for every port. We were so excited ! We enjoyed all our excursions until our last one to Florence and Pisa. That was the worst experience I’ve ever had on an excursion on any cruise. The tour guide was rude, she constantly put down Pisa ,offended a gay couple on the bus. Left a older people at the light and kept right on walking we had to stop and help them across the street. She kept asking if we really wanted to go to Pisa because she was tired and wanted to go home. Several guest on the tour asked if they could use the facilities or get water and she said no and if they went she would leave them there. This wasn’t the excursion that Norwegian displayed on their excursion site . We finally return back to the ship. We went back to the cabin to unwind after sitting there for a few we decided to go down to shore excursion and complain about the overall experience on our excursion. When we got down to the shore excursions we noticed that there were several other guests that were complaining about the same excursion. We were just on so we waited and came back around 8:15 and they have already closed for the night but talking to other guests that had already complained they received 100% refund back from this excursion. So we walked over to guest relations and spoke with one of the team members about our experience since shore excursion was closed they decided to start case for us regarding our excursion. When I got home I received an email from Vanessa Gonzalez at guest services. Stating that she appreciated that we reached out to them about our excursion but that there was pretty much nothing they can do. She seem to be a little insensitive to the matter and not helpful at all. I wasn’t going to write this review until I started thinking of the situation and how everything was handled by Norwegian after the excursion. How we’ve lost the money for an excursion that wasn’t what we received (275.00 and 10hours of our time) for such a terrible experience that Norwegian recommended this excursion. Guess I felt Norwegian should’ve at least given something back on this excursion even if it wasn’t going to be 100% refunded.