0 stars.
I am unbelievably disappointed and irritated with this company.
My cousins and I had booked this through Expedia. It's called "Treasures of Florence: Skip the line Uffizi & Accademia".
The paperwork confirmation had requested we arrive no later than 10:45am to check in for the Accademia Tour. We arrived to the meeting spot at the designated time, and nobody showed up by 11:00am for our scheduled tour time. We asked the guards at the museum gate if they had seen our guide, and they assured us they hadn't seen the tour company reps yet and that they had a tendency to run late compared to the other companies. We were slightly irritated as we had ensured to arrive earlier so there would be no issue. Shortly after, the tour company called us and advised that the tour guide, Alberto, had shown up to the wrong meeting spot and was running late. We were turned off by the tardiness and the fact that the tour guide showed up to the "wrong spot" - That just seemed like an excuse as to why they weren't there on time.
So the tour guide arrives at 11:15 am, 15 minutes LATER than when the tour was originally supposed to start; that means we waited out there for them for 30 minutes. Furthermore, the tour that was originally supposed to last until 12:15 according to the paperwork, and it lasted only until 11:51. Not only did the tour guide show up late, but he also left us early! Instead of a 1 hour 15 minute tour, we received one that was approximately 35 minutes - that's not even half the advertised time! The tour was brief and Alberto left us feeling like the company was lazy and didn't care about customer service - there was definitely more in the museum to see that our tour guide didn't even touch upon!
Supposedly between tours, we were to take our own lunch break and then meet at another spot at a designated time for the Ufizzi tour. We ate a quick lunch to ensure we would be at the meeting spot early again. The paperwork had asked us to arrive no later than 1:40pm outside a cafe. We got there at 1:30pm and waited, and waited, and waited some more. The tour guide never showed up. It was now again 30 minutes past the time they had said we arrive "no later than" and no tour guide was to be found and no phone call to us was made. We waited for another 25 minutes before giving up. That's right, we waited almost a total of an hour for a guide who never showed up.
The whole experience was frustrating. We only had limited time in Florence, and it was further shortened by the time we stood around doing nothing and not getting what was advertised or what we had paid for. We didn't even get to see Uffizi, which was something we were all really looking forward to. This definitely ruined our itinerary as this was almost a full day ticketed event that we didn't make alternative plans for as we knew we would be touring almost all day.
Even the Academia guards knew the My Tour Company had a reputation for tardiness. We will not be booking with them or recommending their services again to anybody. We emailed Expedia seeking a full refund from My Tour as they failed to provide the services we were promised, and My Tour denied the refund request due to "their policy". It has nothing to do with policy. For obvious reasons, we deserve our money back for the tour you did not perform or show up for.
We are surprised that Expedia would be selling tickets for a company that was so disorganized and unprofessional. read more