This trip was awful from the moment it began...
Our driver arrived late to the 5:45am pickup (with no apology), then proceeded to provide our included continental breakfast which consisted of a muffin and nothing more. Upon setting off, he informed us that we would need to buy tickets for the Skywalk at the Grand Canyon (which were included/paid for), then upon us pointing out they were included, informed us that he hadn't read the invoice prior to picking us up.
Twenty minutes into the drive he began playing music from his phone (no involvement from us as to if we wanted to listen to music, or perhaps hear information about the Grand Canyon), only speaking when we arrived at the gas station (whereby our group purchased actual breakfast).
After the tour was completed and we were back in the vehicle, our driver decided the best course of action was to spend a significant amount of time on WhatsApp (while unable to stay in the lane), ironically messaging both his office and also Farmers Insurance (ironic given the crash we expected to be in).
Overall, while it was great to visit the Grand Canyon, our tour was nothing more than an awkward / dangerous taxi ride.
Response from Host
Aug 2024
Your experience is valued so we thank you for leaving your feedback. We apologize for your unfortunate experience. We conducted a full investigation into your complaint by reviewing the dashcam footage which also records the date & times to gather the facts.
Regarding the Skywalk tickets that mistake was on our end not the drivers because up until that day, we did not include Skywalk tickets in the tour packages. That was the first day that we included Skywalk tickets in all tour packages and the office forgot to make him aware of this new change upon his departure which is why he did not read the invoice prior to picking you up.
But after you made him aware that the tickets were included, we noticed that he did apologize to you and corrected the mistake by telling you that Skywalk tickets were included in your tour.
Regarding your pickup time we noticed that the pickup time on his itinerary said 6 a.m. not 5:45 a.m. The pickup time that you was sent to you by email was in error because the agent who processed your invoice & pickup time was a new employee who was in training and the agent made a couple of simple mistakes while processing your booking & sending you your courtesy reminder. Again, this was an error on behalf of the agent in the office not the drivers fault at all.
Unfortunately, this series of mistakes may have negatively impacted your experience and for that we truly apologize.
We did not see any addional evidence regarding your other claims but we take full responsibility for the mistakes that happened on our end and we will work very hard to correct those honest mistakes.
However it's important to note that you were picked up in a fully loaded luxury SUV. (Suburban) You were the first tour company to arrive at the Grand Canyon itself ahead of all the buses and was a part of the first 11 visitors, you beat all of the crowds
& avoided the long lines. We provided you with full lunches and returned you to your hotel by 2pm. Those important facts are also worth mentioning and not to be skipped over as well. We are not perfect but we will work hard as not to repeat those mistakes again.