When I made the reservations I confirmed that bringing my dad's wheelchair would not be a problem. On the advertisement, it states wheelchair accessible. I also included this in my text the night before with the tour guide that my dad had a wheelchair. When the guide arrived he stated, "I don't think we have room for the wheelchair." Then there was no allowance for my father to have a seat that he did not have to climb through people. The theme of making my father feel like a burden continued throughout the tour.
The guide stated I gave him the wrong Hamilton Inn, which I verified and was not true. He then stated he was out front, which he wasn't. He was parked at the McDonalds behind the hotel.
As we drove the guide gave limited, almost no information about the area. I have been on this tour previously and this was part of it.
I enjoyed this tour a few years ago. It was disappointing that my family did not have the same experience. Even more disappointing was that my father, a disabled Vietnam Vet, was made unwelcome. I have limited time with my father and this was a memory I wanted to create.
Réponse de l'hôte
Jul 2022
Hi Daniele,
I apologize that you had the experience you did. I can assure you that we are 100% ADA friendly and compliant and we have the utmost respect for our veterans. When you booked the tour through Viator, you may have communicated with them that you would be bringing a wheelchair but that was not relayed to us before the tour. Fortunately the van that your guide was driving had the space to accommodate and your guide Jason was helpful enough to lift the wheelchair in and out at your request. We had another guest on the tour that day that did specify they had a service dog and I did tell your guide to grant them the front seats for their convenience. That was my decision based on the information I had regarding all of the guests and I apologize for the inconvenience for your father. Our seating capacity is limited and it was tough to appease everyone that day.
Jason has been an enthusiastic and informative guide since his first tour in 2009. He received several compliments for his tour that day so again I regret that his guiding did not live up to your standards. I hope in the future you will give us another opportunity and please let us know in advance how we can best accommodate your party. Thank you for your feedback.