My wife and I booked both this tour and the other food tour offered by this company, Tequila, Tacos and Tombstones. Now don't get me wrong, I love a good alliteration as much as the next man, and e were both looking forward to these tours. My wife called two days before the tour to confirm, just as the instructions asked.
You would think that if there was a possibility of the tour not going because of low booking numbers, they would say something then, but they didn't. We showed up nice and early and patiently waited at the first restaurant for others to arrive. The staff here were fantastic and as it became clear that no one was going to show, they were even nicer.
That's right. NO ONE SHOWED. We had paid, confirmed and arrived on time and no one from the tour company showed. There was no answer at their number, so I had to call when we got home. The person I spoke to said that the tour was canceled because we were the only people attending. So what? Show up, give the tour and build your business. That is the professional thing to do.
Instead, they claimed to have called to inform us, but instead of my wife's cell, they called my home number. Now, I am not catching a lot of my calls from 2,000 miles away so that didn't work out.
To their credit, they did promptly refund our money and give a refund for the second tour that we told them we would not be attending due to this horrible display of unprofessionalism. However, when I asked to be reimbursed for our Lyft fare ($16), they balked with "We don't do that". After a little back and forth on that, she agreed and took down my address. "Fine, thank you."
Upon returning I was not surprised that there was no message on my machine, so they had clearly not tried to inform us that our tour was canceled. I was also not surprised when no cheque arrived to reimburse us for the cost of showing up at their tour two days after they confirmed it.
No idea how the tour would have been, but these people do not deserve to be in business and probably won't be for long. I just hope when they go out of business they can take the few moments to inform the people who have booked with them.
If you choose to book with them, I hope you have better luck than we did.
Réponse de l'hôte
Apr 2019
Hi Alan,
This was a very unfortunate situation for all of us. We are certainly not in the business to make guests angry, or to cancel tours without notifying. I am well aware of the unprofessionalism displayed by this particular instance, and I'm so sorry this happened.
You were confirmed for the tour. We should have mentioned that you were the only ones booked for that day, and that if we didn't get more people to book, that it would be canceled 24 hour in advance. That was our fault.
We did contact you via phone with the number provided to us by Viator. We also messaged you on the platform, which should have made it to your email in time to notify you.
You demanded I reimburse you for your trip on Lyft, otherwise you'd write a poor review at the BBB and here. We don't get requests like that often, so I was reluctant and thrown off. I offered to pay you immediately via Paypal or Venmo, but you preferred a check. I sent it to the address you gave me immediately after we got off of the phone. I'm sorry it didn't get to you.
I realize there are things we could have done to have avoided this from happening, and we have discussed this with our team. I'm so very sorry you were left hanging. That was never our intention, and you have every right to be upset. We are working every day to be a better team and company for the purpose of showing off the history and local establishments of San Diego, and providing a fun time to visitors and locals, alike.