WOULD LEAVE NO STARS IF IT WAS AN OPTION! Absolutely horrific tour. We're told one price then they tried to charge another. Get on this old ruggedy bus instead of a trolley. Crammed in like sardines. We were told the stops we would make. Turns out the salmon ladder was a drive by. Had to demand a stop as we were told or asked to be let off the bus and the driver refused. Then the Nigerian driver made a mockery of me. The drive by at saxman village instead of a stop. Go to stop at the hatchery and we have to park in this no trespassing zone and walk down the road. We were told we couldn't walk along the boardwalk as we didn't have the proper permit. No bears, spent 5 Mins at the waterfall and then back to the Port.
Response from Host
Sep 2021
Dear Mrs Brown, you bought a tour curbside in the city of Ketchikan upon your arrival. I feel bad for the miscommunication that you might have experienced. Itās a common occurrence that with multiple tour vendors offering different tour options the information becomes unclear. It would have been great if these issues had been addressed upon your return from the tour, I would have personally resolved the issue in a fair and reasonable manner. On the rare occasion that we donāt deliver what is claimed, we back our tours with our customers satisfaction and when we donāt complete the tour we offered guests a full refund. Our tours are always performed with public safety in mind, driver has strict instructions of only stopping when it is safe and lawful to stop. At the stops that are part of our tour, we stop and donāt just drive by, however in this occurrence, there was no available parking, however we stopped at one of the 3 additional alternative stops that allow guests to see the salmon swimming up stream. I understand that your guide made an extra loop to be able to return to the salmon ladder and was able to park where previous vehicles were parked. As an alternative, with a little patience, guides are always accommodating and if we canāt stop at a spot on the drive south of town, we usually stop in the return trip. You mention Saxman native village, that has never been a stop that Ketchitour makes, we visit the Totem bight state which is north of town. As a bonus and for our guests enjoyment, we occasionally drive thru the 2 public streets that pass thru Saxman, but we never stop and get off. Tours that make the stop at Saxman usually spend 40 minutes there, making there tours 2.5 hours with prices ranging from $75-$100 pp, our wildlife tour is 90 minutes in total and hence doesnāt stop at Saxman. Besides visiting the city we go to herring cove (all local sightseeing companies view wildlife there) and spend about 20-30 mins there. This beautiful area is open to public access, but commercial vehicles have limited parking areas, in our case we park on private property, offer a safe location for our guests to relax at their leisure time and offer restroom facilities (no trespassing signs for other tour companies are posted). Additionally we do walk about 50 yards to look for bears in different areas of the estuary. In particular the boardwalk that exists at herring cove belongs to a company that sells tours directly on the ships, you are welcome to use the boardwalk and the only permit required is to pay separately for that tour, $120 pp, but it is not part of our tour, nor is it ever mentioned nor implied as part of our tour experience. As far as bears or wildlife is concerned, we obviously canāt guarantee that they will be seen on every visit and the hidden waterfall that is 2 miles past herring cove is a stop that usually takes 5 minutes. Last but not least, we do have several trollies plus buses and shuttles within our fleet, however, itās always clear on what vehicle the tour will occur at the time of purchase. In your experience you rode on our biggest bus, thatās seats +50 and it was almost full, so I understand that you might have a little tight, but all seats are padded and usually comfortable to our guests. Our Nigerian driver, whom yes, happens to be black, received many thanks and tips from the other 40 plus guests that shared the tour with you. It would have been great to hear, in person, the complaints and valuable issues that you have brought up on this forum so that we could have addressed the points directly. Rest assured that this is valuable information that we will use as areas of opportunity to enhance and better the overall experience for our tours, so that guests enjoy our 5 star service.