When you book a tour titled Woodford, Buffalo Trace, Wild turkey and other, you would think these are the stops on the tour. It says that you can add a fourth stop, if you would like. Nope. Not the case. I didn't find out until a week later that in fact, these distilleries are not open on a Tuesday. I know that companies have had to make changes due to Covid but that information should be listed in the description of the tour. A heads up would have been nice.
After my credit card was changed (they don't offer refunds), a week later I get an email saying that these are not available on the day I selected. So I ask about Monday. Another week later I get a list of places that are available. Again, not all stops that are listed in the title of the tour were going to be open. So I ask about Wednesday. Another week later, I get the list. I responded asking some additional questions only to not heard back for two more weeks later. Mind you, I've reached out three times during this period.
After SEVEN weeks of going back and forth, I get a new list of options and I make a selection for the original day. Limestone, Makers and Buffalo Trace. We have tours and tastings booked at Limestone and Makers, but not Buffalo. We had just a tasting scheduled at Buffalo.
Day of the tour, we walk the six blocks to the meeting point where I was told to be at by 8:30am only to find a man standing next to a truck waiting for us. No bus. No other ppl. That was fine until he asked where we came from and I told him. He then tells me that he could have picked us up at our hotel had he known. I was never asked where we were staying. If that was an option, you should offer it especially after all the back and forth nonsense I had to go through.
First stop on the tour was Limestone. Guess what? There wasn't a tour booked for us. Just a tasting. Now our driver is scrambling trying to get us in to no avail. The nice gentleman at Limestone heard the conversation and my aggravation and took pity on us. He did show us around. When we got to the tasting portion, there was another couple there who used the same tour company and was having the same issues. Some tours were never booked for them Needless to say, they were just as frustrated as we were. In the end, we got a tour of Buffalo Trace, so that was fine.
The driver. OMG. I'm not sure how long he has been driving in the US but he might need a refresh. Driving in the fast lane, 20 mph slower than he should have been. Beeped at left and right. Was even slower on the back roads. It took forever to get anywhere. It's pretty bad when a semi tractor trailer passes you on a back road.
The driver asked us what we wanted to listen to while in the car. We said anything but country music. It started off fine but then static kicked in and he turned to a gospel/religious station. I didn't agree to that nor did I want to listen to that. That was inappropriate.
There is no time for lunch during this tour. It's not built in but it most certainly should be. There was a lovely restaurant at Maker's Mark that we could have enjoyed lunch at. Instead, I had to beg the driver to stop at McDonald's or Burger King because after back to back bourbon tastings, it's a good idea to eat something. Thankfully, he stopped for us. In the end, he dropped us off at our hotel which was appreciated.
The day was ok. I would recommend working with another tour company. 2SD didn't cut it.
Response from Host
Oct 2021
According to your comment:
1.- Tour that you chose Makers Mark, Buffalo Trace and LimeStone
2.- The tour you received was private for two people
3.- In the description of the tour, specify that you must choose 3 distilleries, including sending the Hotel information
4.- We depend on the availability of distilleries
5.- You had a list of distilleries to choose from the first day
6.- We explained several times that if you want to change the date of the tour, contact Viator.
7.- Eight weeks passed and you did not change the date of the tour and did not choose the three distilleries to visit. We even send you the list of distilleries of the week so that you can decide when to change the date
8.- In your reservation you don’t have information about the Hotel, in the description of the tour it specifies that you have to send or meeting point is 21c Museum Hotel
9.- Makers Mark has the restaurant closed and they only sell drinks
10.- You chose the itinerary and we explained that Buffalo Trace is in Frankfort and that Makers Mark is an hour and 15 minutes away. We explained that we had little time between the distilleries to have lunch, we invited you snacks and drinks and we recommend you bring food
11.- You did the one-hour LimeStone tour (including tasting). In Buffalo Trace included the tour and tasting, you were 2.5 hours. Makers Mark also did tour and Tasting, you were 2 hours
12.- Your refund request was canceled because you visited the 3 distilleries
13.- By company policies: Drivers must drive according to the established speeds. We have reviewed the vehicle monitoring system and your driver respects it. If he had driven slower, you would not have arrived at the distilleries on time (10 to 15 minutes before each tour) and you would not have gone to McDonald's
14.- In relation to music you definitely show intolerance, discomfort and look for anything small to claim your refund that was declined. The music theme is a lack of communication because you could request other music and travel happily.