Positives
Hotel pick up was on time
Plenty of time to catch a quick breakfast on the way to Cape Cod
Driver to Cape Cod was very nice and friendly and drove very safely
Tour Guide on Island (Matt) was very knowledgeable and entertaining
Negatives
Seats in the back of the van on the island tour do not have leg room for both legs, only for one. The wheels are back there and take the space of one leg for the 2 seats on the ends in the back… very uncomfortable. However, when I commented it to Matt, he let me sit in the front passenger seat. But, if the front seat had been taken, I would have been stuck in the back for 3 hours.
I contacted the tour operator (New England Tours) President, Stephen M. Belcastro about the weather at 8pm the night before the tour and he was unwilling to cancel the tour or refund my 3 tickets although there was a National Weather Advisory for the area. I did not cancel before the 24 hour cancellation window because I was on a full day tour and did not see the National Weather Advisory until that evening.
He knew the weather would be hazardous but insisted on running the tour anyway.
The hazardous weather was caused by the remnants of Hurricane Ian. That was reported on the news.
Stephen said that I didn't have to go on the tour but that he would NOT refund any money.
The ferries were cancelled the day of the tour from the port we were going to leave from so we were driven to another port for a bigger ferry but the weather there was still horrible.
It was storming the whole time and we were not even able to get down from the van to see most of the sights. Many shops and restaurants were closed because of the storm.
The 90-minute drive back from Cape Cod to Boston was very dangerous, windy, and storming rain, as had been advised in the weather report. Thankfully, we had a great driver and she got us back to the hotel safely.
This was not just a rainy day. It was a storming day with a National Weather Advisory. The tour should have been cancelled.
The cancellation policy even said that "This experience requires good weather." The weather was not good at all and it was dangerous.
Since the cancellation details say that this experience required good weather, I did not think I needed to keep track of weather reports to cancel the tour. I assumed the tour operator and Viator would cancel the tour if it was hazardous....but the tour operator (Stephen) refused. Stephen told me I didn't have to go on the tour but he would not refund any money. Then, I took the tour so I could see the conditions myself, and then Stephen told Viator that he would not refund the money because I took the tour. So whether I took the tour or not, Stephen would not refund the money ($495). Tours should not be allowed to operate under hazardous conditions.
Lessons Learned
Be very aware of weather advisories affecting the area you plan to tour. Tour operators are not required to cancel tours under hazardous conditions. Viator does not provide safety oversight of its tour operators. Cancel before the 24 hour cancellation window even if you’re not sure if an advisory will be issued. National Weather Service Advisories are ignored. Even if the ferry service is cancelled, you will be transported to another ferry port so that the tour can continue. This tour requires a round trip 3 hours on the road back and forth from Boston to Cape Cod. The tour and long drive will continue under hazardous weather conditions.
Response from Host
Oct 2022
Dear Guest,
To clarify, we DO NOT and HAVE NEVER operated in unsafe weather conditions. Also, ferries do not operate in unsafe conditions. It was a wet and windy day, that is without question. Every day is not bright and sunny in New England. Having been operating this trip for 12 years I am well aware when we can and can not operate our trip. You had the same (very fair) 24 hour refundable cancellation policy as all of our guests. Some chose to take advantage of this policy which is their right. You did not. Our policy is the same for all of our guests. We have guests that come from all over the world. For many, this is their only chance that they will ever have to see Martha's Vineyard. It is my responsibility to them to operate the trip whenever possible. I spoke to a woman the same day that you took the trip who thoroughly enjoyed her day. Do you think she wishes that I had cancelled the trip? I don't. It is your responsibility to cancel your own trip within the required time frame if you wish to be refunded. Very simple and fair policy. It is my responsibility to operate the trip whenever I can to take care of he guests that do not mind getting wet.
Sincerely,
Stephen M. Belcastro
President
New England Trips Inc.