Good Afternoon roamintheland,
We expect our guides to present a commentary that is both informative and enjoyable. We encourage our guides to commentary that is both informative and enjoyable, explaining the history of different buildings and sights, adding information and facts about Manhattan while adding little personal anecdotes from time to time to make the tour their own, however, personal opinions and complaints are unacceptable, and we apologize if it ruined your experience in any way. Please email us a name, description, tour date, route, and time to
[email protected], retraining will occur so that all of our agents are equipped with the correct information. That was not our intention, for it is our purpose to provide guests with an enjoyable encounter. We appreciate you letting us know about the headphones as we refer to our passengers to make this necessary changes.
We understand your frustration, unfortunately, refunds are processed by the National Administrator and the results are based on reasoning within policy guidelines by a case by case basis. The closures and reroutes were due to city events which are out of our control. Please know whenever we have to change or alter a route, or close a stop completely, we only do so once mandated by the Dept. of Transportation. We post these changes on our website and app under “Service information’ All of our guides and agents are aware of these changes and should be informing customers also. In spite of this, we wanted to thank you for sharing your thoughts and feedback with us. we've taken your feedback, and the feedback of other reviewers, to heart and ensure we are making some major changes.
Kind Regards,
BBTNY