I will begin this review with this statement : I have attempted to contact the booking company via the number on my confirmation letter and they have neglected to return any calls. So, we will try it this way:
I had prearranged the VIP NY access tour (and included the One World Observatory upgrade) as part of a celebration of our 20th wedding anniversary. Our time in NYC was short, so we wanted to see as much as possible. Additionally, I was interested in being picked up at our hotel the day of the tour to save time. When I asked about that I was told that the only way that could happen would be for us to upgrade to a "private" tour, which "of course" included an additional premium upcharge.
Our guide showed up late, lost and without passes (he explained that he had to collect them from the concierge). We left the hotel , and toured several of the locations as promised. We saw (and went to the top) of the Empire State building, saw Wall St, Bryant Park and the 911 memorial. Now here is where it gets unfortunate: We took a subway ride from the ESB area to 911 and my wife and I had to pay for that subway ride. You'd think that several hundred dollars paid in advance would have covered that, but I'll go on. While we were at the 911 memorial our guide walked away and took a long personal call. Our next stop was to be the Statue of Liberty. He walked us to the line, stated that "this is where the tour ends," and asked for a tip. He then abandoned us. Our "personal guide" gave us no information or assistance with areas in or around the Statue of Liberty, nor did he ensure that we got to the top of One World Trade (which I had paid for ), nor did he make sure that we were able to get back to the hotel. We were left to fend for ourselves and try to figure out the NYC subway system on our second day, or accept the expense of a costly cab or uber ride. That might not be a big deal for residents who handle those challenges every day, but it was hugely problematic for someone who had been in the city for less than 24 hours.
I had asked the agency before our trip how long we should expect to be on this tour. I was told that it began at 8am, and we should expect to be done by 2 or 3pm at the latest. Well, our "personal guide" took off at 11am, never to be seen or heard from again. We managed to get ourselves to the observation deck at One World Trade, but does that meet the definition of a "personal guide?" Is pointing in the general direction of the subway station and saying "you'll figure it out" acceptable advice from a paid guide?
This was a highly rated trip, which I upgraded to what I thought would be personal, attentive service. How am I supposed to feel about the fact that your representative basically left us stranded before the tour was over and gave us no assistance or real direction about returning to the hotel.
We paid for services that we didn't receive. Make this right Trip Advisor and WalksNYC