As I write this review of our intereactions with Jimmy (business owner and guide), I am keenly aware of our role in the unfortunate experience we had. On our way to the noon tour, we experienced black out problems with map GPS services on our smart phones, managed to get lost in a strange city ..... etc. When we contacted Jimmy for assistance, he told us that we were somewhere downtown (the wrong place) and that he could not/would not assist us with directions, but that we should try to flag someone down to ask for assistance with directions. We did this, but the folks we asked did not know the streets any better than we did. We did have a poorly drawn visitor map that did not inlcude a street legend but then had intended on using our smart phones (and, yes, we are mindful of this lesson). Time dragged on and, to his credit, Jimmy was first willing to wait for us and then circle back to pick us up if we could just find the meeting place. By the time our GPS was up again, we had been lost for some time and Jimmy was unwilling to consider rescheduling our tour or any refund. As I thought about this intereraction, I was and still am perplexed that a business owner would not do everything within reason to assist us with directions, rescheduling, etc. If the situation had been reversed and one of my clients called me lost on the way to my office, I know with certainty that I would have assisted them with directions or in some other way that showed that I valued their business despite the fact that I may have suffered a financial loss. We have learned our lessons from this unfortunate experience and hope this review gives Jimmy pause to consider his actions.
Response from Host
Jan 2019
Yes, I definitely remember this. As I recall, you called me minutes before the tour was set to depart. Showing up 15 minutes early is requested. You couldn't tell me exactly where you were, so I told you to get to 4th Avenue and then I'd be able to assist you over the phone from there. 4th Avenue is a huge landmark, everyone in Tucson knows where it is, so the old fashioned technique of asking somebody on the street for directions would work fine. As far as giving directions go, I definitely cover my bases. The email confirmation provides directions, my website has a pretty nice map, and I even text out directions a few hours before the tour (to the phone number entered into the booking system) because I've discovered people respond well to that.
Meanwhile, I did have 6 people waiting to go on that day. That is the biggest part missing in your analysis. My max group size is 8, so it was a full tour. It's not fair to keep those folks waiting, so I started the tour. There is a shakedown loop ride to start things off. We go up to a rattlesnake bridge, get an overview of Tucson, then head downtown. We go right by the office on the way. When I went by the office I stopped the group and talked to you on the phone. By this time you said that we should go on without you. I was certainly willing to go back to the office and get you setup with your bikes, but that is not what you indicated you wanted. I can only go off the information I am given. So I definitely went the extra mile to try to have you join the tour, of that I am confident.
As far as charging goes, I am often more flexible than my stated refund policy. My stated policy is 100% refunds as long as you cancel the night before. This is pretty generous in the tour industry, especially with such a small maximum group size (8). If a tour is not close to being fully booked, say 4 were booked, then doing a same day refund usually isn't an issue if 2 people can't make it. I was already running the tour for the two people and I probably didn't turn away a group of 5 or more (though that could of happened), so no big deal. When tours are fully booked during a busy time of year, odds are that I could have sold your two slots to somebody else if given enough notice. I try to be an understanding business owner, but I'm still a business owner. All businesses have cancelation policies & practices and I am confident mine is very reasonable. As for rescheduling, that depends on various factors. I definitely don't think it would be fair to open a new tour slot that wasn't running at all, but joining an existing tour that is already running and is not maxed out sounds fine to me. Hard to go through all the scenarios, however, when you have a tour to lead for 6 people.
OK, my longest response ever! I take this as a good sign, as I've never had to respond to a negative review before. I'd argue it's a sign that I am a reasonable person who tries hard to give a great tour. Not perfect, but reasonable.