We are not the type of people to leave a bad review, but Alaska Wildlife Tours took our money and did not provide the service we paid for. We needed to move the date of our tour and they were very unhelpful and unpleasant. The time we wanted was available to book online, but we were told no guide was available. When we decided to keep our original time, we were told it had already been cancelled and rebooked within 5 minutes time and we would not be refunded. Due to the customer service, we do not plan on using Alaska Wildlife Guide for any of our other tours while in Alaska.
Response from Host
Mar 2021
Thank you for your review. As you took exception to how we handled your last-minute cancellation, let me explain the situation.
You booked a Monday afternoon Snowmobile Tour and then tried to move it to Wednesday just a few hours before your originally scheduled time. When we were unable to accommodate, you chose to cancel. After cancelling, you called back and wanted to āun-cancelā the original Monday booking.
As we explained, we were unable to transfer this tour to Wednesday, especially as March is a very busy month. This means we have to stay exactly on-schedule, have little flexibility, and no last-minute opportunities for on-the-fly changes.
As you were informed in writing at the time of booking, we have a 24-hour cancellation/refund policy. That means we have to have at least 24 hoursā notice in order to provide a refund.
Therefore, our customers can book with confidence, knowing we will stand by our 100% Refund Guarantee.
In addition, we do not combine groups, treating each Snowmobile Tour as a private tour, and at no additional expense to our customers.
Please understand, once we receive your booking, guides are booked, snowmobiles are prepped, and your time slot is eliminated for anyone else wanting to book a tour. Hence, upfront expenses occur as well as an opportunity cost of saying ānoā to other clients.