Due to a car accident on the highway and I had to face a huge traffic, I could not arrive by the time was assigned. So, I asked for a refund, they told they couldn't because I was late and the tour guide had already left by the time I arrived. However, I sent them documentation that I arrived before the tour guide (at the time they claim the he left), and the case is still being investigated. I attempted to contact them after hearing from the front-door receptionist at Niagara Falls that they were unable to assist me since the tickets had been acquired through a third party. These calls were takes after few minutes I arrived at the point and talked with the front desk. So, roughly I was there or as they mentioned “before the tour guide left”. But I never saw a tour guide at the gate or Infront. During the waiting on the traffic, I tried to call the tour guide to say that I will be there around 2 pm. He tried to contact me at 12.11 pm and then I missed it. But then I called him 12.18 pm and 12.20 pm and he did not answer to my phone. Those things I cannot controlled. So, this is completely unfair that they cannot refund my money due to these uncontrolled situation and I had to purchase two tickets again from the front door (~ $24 ) to see the falls. Also, I was wondering why their tickets were that much expensive ( ~ $115).
Response from Host
Mar 2022
Hello Chathuri, This is Nick. We spoke on the phone. I am sorry that this was your experience. The package you purchased was a VIP guided experience that features an one- hour guided tour, and skip the line access. Unfortunately, tours work much like a performance or movie. If the show is at 12:15pm and you arrive at 3pm, then you couldn’t possibly expect the performers to put on an additional show for you, or the movie theater to allow you a private showing. Our guide, on his own time, decided to stay well after his tour was finished to accommodate the 2pm arrival time you had quoted him. After 30 minutes of no communication from you beyond the time you told him(which was already 1 3/4hours late), He then left. As I expressed on the phone, the reservation you made requires us to pay a guide, pay for tickets, and blocked off spaces that another guest would have liked to reserve. The way your day went was unfortunate, and I hope the rest of your trip went better. I will say, that I very much appreciate my tour guide Billy, who is always willing to go above and beyond for our guests. I hope our future guests have the opportunity to get Billy as their guide to see how much he cares about our guests and allow him the opportunity to go above and beyond for you!