This is my first and only negative review. It takes a lot for me to do this. We had a very disappointing experience with this company. Our group of four booked a Segway tour weeks in advance and arrived as scheduled, only to be told upon arrival that the tour could not proceed because their tour guide was unavailable that day.
We were informed that they had attempted to notify us the day prior, while we were in transit, but no meaningful effort was made to ensure we actually received that message. A voicemail was left while in transit that only gave the name of the person to call back. We did respond message the company back but no message of details was sent to us. There was no information given us that the tour had been cancelled and there was no effort by the company to call us back this morning to indicate the tour was canceled. Instead this company allowed us to show up. When we showed up this morning, the office was dead quiet. The one staff easily could've contacted us before we arrived, to have allowed us to make alternate plans. As a result, we showed up expecting a confirmed booking.
While an apology and refund were offered, that is the minimum one would expect in this situation. There was no attempt to find a replacement guide or propose an alternative solution, despite the significant inconvenience caused.
What was most concerning, however, was how the situation was handled. As we calmly discussed next steps among ourselves, we were unexpectedly told that we were making the staff member, Sammi, "uncomfortable". Despite the fact that even though we were highly disappointed we remained polite and measured. We were then asked to leave, and the door was locked behind us, which felt offensive as well as entirely unwarranted given our demeanor.
She should've called us that morning and if anything that would possibly be why she was uncomfortable because of her own mistake. Our disappointment was warranted and we were not in any way aggressive, moreover never have any of us been called that. It's preposterous that her mistake, resulting in our disappointment and regrouping could be attributed with making her uncomfortable.
She could have a higher tolerance for customers and customer service vs blaming validly disappointed customers for frustration which she caused.
We are reasonable, respectful customers and simply expected clear communication and a basic level of customer service. Unfortunately, neither was demonstrated here. I would not recommend relying on this business if your plans depend on them. read more