We arrived 11/10/18 and the staff person who helped us retrieve our passes that we had purchased online was very helpful. She informed us of things we did not know about the tour, and the best way to utilize it. We were immediately able to get on the bus and start touring the city. Although I had been to SF many times before, I still learned some new things with the different guides we had! We had a great guide on the trolley , at about 3 p.m., into Saaaauuussssaaalliiitttooooo (Sausalito - but that is how he said it to make it fun!) Anyway, he was a great guide we just wish we would have gone there sooner. Cute little town to return to for sure! Our night tour with Alexis was GREAT! She was a great guide, and gave us a lot of great information along the way. During the day, some of the guides were so-so, and some we just unplugged the headphones, because they just liked hearing themselves talk. Anyway, for the most part it was the best way to see the most you could in the short amount of time we were there in SF! Alcatraz tour was great, just wish you could get much earlier times, so you didn't have to break up your day so much.