We booked the tour through Viator, a TripAdvisor company. The info on the website stated that we would be picked up at our hotel. Although not on the list of hotels, we were instructed to include the address of the hotel for pickup, which we did. 15 minutes before the tour was suppose to start, we received a phone call from Sally from the tour company asking if we were planning to meet at the starting point of the tour or if we were still at our hotel. Well, of course, we were in front of our hotel waiting for the promised transport. Sally informed us that the website was incorrect; they only offered pickup for specific hotels, and this was a known issue that the tour company was trying to work out with Viator. So she offered to pick us up. Sally stated she would again talk to her representative to get Viator to change their website to reflect the correct info about hotel pickup.
DC traffic being what it is; by the time she got to us and delivered us to the tour, they were already on their second stop, so we missed the first stop which was the Capitol. We weren't happy about it, but things happen, and we were able to enjoy the rest of our 6-hour tour.
But the main point is that our stressful start and the fact that we missed the first stop of the tour should not have happened. Since the tour company was aware this was an issue, they should have been proactive by checking their bookings for customers who were expecting to be picked up at a hotel not serviced. And Viator needs to make this correction on their website. I purposely waited a few weeks to give them a chance to resolve this issue before posting my review. I just checked the website, and this issue has not been fixed. It still states that hotel pickup is available, and if your hotel is not on the dropdown list, you just need to enter the address of your hotel in the space they provide.
So even though we enjoyed the tour, I feel obligated to rate the experience as poor as a heads up to other customers that if your hotel is not on the dropdown list, you will not be picked up.
I do not like to give negative reviews, but given the amount of time that has passed and the issue is still not resolved, I felt obligated to post our experience.