Hi Traci,
I’m sorry to hear about your experience. We encourage guests to come 10 minutes early as we need to run a tight schedule, so our student guides can make it to their classes on time.
I spoke with my team internally to see what might have gone wrong, and it seems you were in contact with two different groups: our ambassador team and our management team. Our ambassador team tried catching your group up to the 2pm tour but couldn’t find the guide given how far into the tour they were. They recommended you come on our next tour, the 3pm public tour. Our management team only saw the message after 3 o’clock, so they recommended the next tour at that point, which was the 4pm.
As for directions to the starting point, we try to state them as clearly as possible and have ambassadors with signs at the start. We also have the ambassadors call guests to make sure they can find the start and leave a voicemail when they can’t get through. If you have any suggestions that could help future guests, please let us know!
Please feel free to contact us at
[email protected], so we can help resolve this.
~Trademark Team