Frustrating-frustrating-frustrating...but I have to say that it just-so-happened to workout, and for that reason, my star rating is not reflective of the wrath we experienced. Here's the story:
We purchased 2 tickets for the Blue Mountains / Featherdale Wildlife Park tour package w/ lunch & rides ($145/ea) immediately after landing in Sydney at the airport's visitor/information center. We scheduled it for a couple days after and confirmed the pickup time and location. We were told that there are multiple shuttles making pickup rounds all throughout the city and transporting everyone to AAT Kings central station at The Star. Our designated pickup location was at the Park Regis Hotel (conveniently located just a couple of minutes from our hotel) and were told that the pickup time is 7:30am, however arrive early at 7:15am. We arrived at 7:15am and saw the shuttle drive past by us without even slowing down or looking at us, despite being front & center on the curb. I then ran after in the street with my arms waiving in the air in an effort to gain the drivers attention (and during morning rush hour traffic I remind you), but to no prevail. So then we think maybe that was not the right shuttle given that the time was 15 minutes prior to the 7:30 pickup time. We wait and wait until the time is 7:40 but still not another shuttle drives by. So I walk back to the hotel to solicit assistance from the front desk while the other remains at this location in case the shuttle arrives. After several minutes on hold, the AAT Kings customer service rep answers and places on hold to research, and then claims that the driver is presently at the location. No - he/she is not, because one of us was still standing there, but I went back to check anyway. The time is now 8:00 and I return to the hotel. Another call to AAT Kings, more time on hold, more research performed. We are then instructed to take a taxi to The Star to board the bus before it leaves at 8:15. Ok, we were willing to eat $16 despite AAT Kings' mishap. So we arrive at 8:10 and walk toward The Star and see 2 big AAT Kings buses depart and no other buses in sight. So now we're screwed not only on that day's plans in a limited vacation schedule, but also $16 out of pocket and now on the opposite side of town. So now we are beyond storming irritated and walked through Darling Harbour and find our way back through the city to our hotel. Our poor hotel reception clerk, looks at us with remorse and asks what happened. The clerk then calls AAT Kings again (more time on hold, etc.) and relays my request for a complete refund of the tour and the 1-way taxi fare of $16. At this point, I want nothing to do with AAT Kings and the hotel has experienced first-hand what we went through and how we were not once at fault, but instead, AAT Kings. The rep confirms they they would refund everything, however offered to transfer our tour to an alternative day of our choice, and then offered us the Bondi Beach tour package (value of $59/ea) at no-charge for that very afternoon. So we decided to take up that offer and had a good experience, and then another great experience a few days later on the Blue Mountains / Featherdale tour.
The Blue Mountains / Featherdale tour w/ lunch and rides package was a nice one-stop-shop package that was essentially that: a tour. I only wish that the tour allowed for additional time at the Blue Mountains. We managed to venture into the paths and ride all 3 rides---very quickly---but still needed at least 45-60+ minutes (60-120 minutes for the average walker or those with a family) to walk down the steps to get closer to the waterfall and streams below. I wish that it was possible to bypass the native dance that everyone is forced to see when arriving in the Blue Mountains. That would have spared 30-45 minutes easy, plus time for everyone to return onto the bus. As well, there was also an obvious need for at least another 30-60 minutes at Featherdale. The vast majority of people on the tour were visiting from other countries (myself included) and have never got so close or even touched a kangaroo, so this was of utmost importance to many. Luckily, my "workaround" was visiting the Ballarat Wildlife Park just days later when I left Sydney to Melbourne.
Our driver, Henry, had a great sense if humor and did a great job with addressing the many desires of various people without impacting the schedule.
The lunch was actually pretty good with about 5-8 different options for main course; very filling and tasteful; I admit that we were expecting something generic or not as prepared. Would be good for AAT Kings to advertise that the lunch is located and prepared at a deli---would probably spark more interest in this option. read more