The Grand Canyon was incredible, I thoroughly enjoyed everything about that part. Unfortunately we were supposed to be there 4 hours (we were there 3 hours before being picked back up) and also part of the package was to make a 15-20 min stop at Hoover Dam and that didn’t happen, no mention about it at all. We called to confirm the itinerary/all details before booking this tour, so I will be calling to ask for a partial refund since we did not get what was confirmed with the tour that we paid for! I cannot say enough how upsetting this was, as we booked this tour for our last day of vacation and there was no time to rent a car to go to Hoover Dam as we were flying out the next morning! The bus driver was an issue- no customer service skills, even asked a few people “where’s my tip” as they were getting off the bus. She forgot to give one guy his pass for the Canyon and then told him to come back to the front of the bus to get it because she “doesn’t make deliveries!” The water provided was not in a cooler, so it was room temperature and don’t even bother with the breakfast/lunch provided, absolutely disgusting! The only reason I gave 3 stars is because of the beautiful Grand Canyon itself. I will post an updated review after I contact Sweetours to reconcile what I paid for and did NOT receive today
Réponse de l'hôte
Dec 2020
I am so sorry that you have complaints about the West Rim tour with Sweetours. First, the Hoover Dam is not and has not been included with this tour for nearly a year and the tour description on the Viator site has no allusion to such an experience. More significant, the Visitor Center at the Hoover Dam has not been open for months due to COVID19.and at this time, we anticipate this closure to continue. Regarding the driver issue, would appreciate if you could furnish a name as our drivers are not allowed to solicit tips on tour. We also insist upon outstanding customer service by our driver group and when this is compromised, we apologize and our goal is to make immediate corrections with the individual. Finally, sorry you did not like the food selections. The breakfast is meant to be just a snack and you have received a substantial deli lunch during your trip. We are glad that you enjoyed the Grand Canyon and its spectacular views. I hope that you have a safe and prosperous holiday season with family and friends.