Overall
My overall impression of Chicago Private Tours is of a service still trying to find its market position - which end of the market is it appealing to: the bottom end, middle or upper, bespoke concierge service end – and it’s the latter end which is what we thought we were getting – and therefore frames my feedback, feedback which I have also given to Mike who runs and owns the business.
We came to Chicago for 10 days to celebrate my birthday. We originally thought we'd do the airport pick up and a city tour with Chicago Private Tours but after looking at their website and emailing back and forth we ended up wtih a customised package of tours, total cost not far short of $2,000.
We were taking several tours not just one and as a result for me it was over-sold and under-delivered. If we were only buying a straight forward airport pick up or a City Tour we would have been satisfied. As it was there was a gap between what we discussed over several emails in setting up our trip and what we actually experienced. For example, a few months passed between our agreeing a schedule, payment etc and our arriving in Chicago. I was very surprised not to receive any communication at all in the two weeks leading up to our trip along the lines of “ We are looking forward to welcoming you to Chicago and below is your confirmed schedule etc. etc. “ until I finally sent an email myself! Not a good start in my mind. Nor dealing with basic issue of security, especially as we were foreigners, were we told who would be picking us up, how they would identify themselves and their contact telephone number – until once again a day or two before our arrival I asked for this info. In my job I deal with the travel and other arrangements for people and we always give them these details at least one week in advance. It helps give peace of mind.
Staff and Drivers
Without exception the staff were warm, friendly, polite, courteous and well informed. It was a pleasure meeting everyone. The problem for was we met too many. Given we had booked several tours we would have preferred to have to deal solely with one or two people – that in essence is our view of a bespoke service. If staffing levels do not permit this please let us know at the time of booking. This is one of the reason we cancelled two trips – the second Guy Fieri and Jazz Music Tour as we didn’t know who we would be going with. Also I think we found as the week progressed and we got the feel for Chicago we didn’t want or need as much hand holding as we had thought we would, which was another reason why we cancelled these trips.
Vehicles
All the vehicles were comfortable, clean, well maintained and well driven. And here’s something from a European perspective. Vans, minivans are not as ubiquitous here as they are in the States and so we were expecting cars. Vans, mini vans have a slightly down market feel in Europe, used mainly for more mass transport – in fact they are called people carriers in the UK which kind of let’s you know our view of them - and so we surprised to be greeted by one. However once we climbed on board and found how comfortable they were we enjoyed them for the rest of our stay..
Preparation
We planned our detailed itinerary with Chicago Private Tour six months in advance – so imagine my surprise when the afternoon before my trip to church they didn’t know what time I would be picked up, and were not able to confirm this until early in the evening. And on the morning itself their driver took me to a church having no idea what time the service began. We were an hour early and so drove around aimlessly looking for another church to go to. Is it really that difficult with six months notice to find out what time a church service is?
The Guy Fieri food tour was also disappointing, rather than a highlight. Rightly or wrongly we felt there wasn’t enough advance preparation done, so much so we didn’t want a repeat so cancelled the second tour. What is the point of taking us to three restaurants, none of which we have eaten at before, the food is totally different to what we have a home, and then asking us “ what would you like to order?”. We just shrugged our shoulders and looked at each other in astonishment. A little more firm steering and direction would have been appreciated. Perhaps we can take some blame for expecting too much.
Overall we had a fantastic time in Chicago and would love to come back and look forward to doing business with Chicago Private Tours again