I'm sure the Grim Philly tours and tour guides are great, but we wouldn't know. What we do know is that the manager, Jeff (?), totally sucks.
You know what is hard about planning a trip? Scrolling down, making sure you read the fine print, clicking every hyperlink on every page, and triple-checking everything to confirm you understand what you're paying for. You know what isn't hard? A business writing a few lines of code so that blackout dates or completely booked tours AREN'T EVEN AN OPTION for a potential customer to purchase.
We bought tickets through a Go City Philadelphia pass last week. We selected a Grim Philly Tour as part of our pass, and as far as we were concerned, we were registered and set. When we arrived, the tour guide didn't have us on the list and connected us with Jeff, the manager, via phone. He began by rudely assuming we were trying to muscle our way into a completely booked tour. We weren't. He then proceeded to tell us how we should have known evening tours in October would be completely booked. How are we supposed to know that if the option is available on Go City? Then, he gave us excuse after excuse about why he couldn't let us join the tour: "Go City only pays us $10 per ticket," "Sometimes they don't pay us at all," "We let 100 people in last year and didn't get reimbursed..."
Instead of figuring out a solution (something a manager should be good at), he decided to draw a line in the sand and teach us a lesson. We were already at the event, on time, and willing to work something out but no, no, no, he stuck to his principles. Jeffrey wasn't going to be taken advantage of. It didn't occur to him that even though it would be inconvenient for us, we'd be willing to pay the cut Grim Philly Tours would receive from Go City *again* just so we could do the tour, maybe even more. It was our last night in Philly, it was supposed to be the fun finish to our trip, and he ruined it--all because he would essentially miss out on $20 from Go City. Think about that.
We are a gay couple, and I am in a wheelchair. It was humiliating for us to pay for tickets, be shamed in front of the other customers for not jumping through all the right hoops, and then not actually get to go. But from a marginalization standpoint, do you know how bad it looked for a disabled gay couple to be turned away by the tour guide? This was bad for Grim Philly Tours as well! I can't wrap my head around the manager's poor decision, resulting in a lose-lose situation. It was cringey and embarrassing for everyone.
Dear Grim Philly Tours: if Go City is terrible to work with, I understand, but that's not our problem, it's YOURS. Don't blame the customers if Go City won't listen to you or communicate the blackout dates effectively. Stop working with them then. Meanwhile, you embarrassed us, you embarrassed the tour guide, you made the other customers uncomfortable, you cost us money we'll never get back, you ruined the end of our trip, and now you get to be embarrassed knowing hundreds of others will read about the terrible way you treated us and handled this situation. All for a $20 cut. Good thing you stuck to your principles, Jeff. Well done. read more