I booked <24 hrs before the scheduled tour. Later that afternoon, someone in our group injured their ankle. I called immediately and they sent me an email confirmation canceling the tour. I emailed the next day about the refund, and didn't hear back. I called a few days later to ask where my refund is, and they refused to refund me based on their policy.
I spoke to Wallace and he accused me of canceling the day of the tour, which is not true. I called to cancel the day before the tour (the same day I booked it), which was 7 hours after I paid for it. They sent a confirmation email an hour later, canceling the tour. This whole mess leaves me with a $300 loss.
Their cancelation policy is unrealistic. If you get COVID, are you suppose to join and spread it? If you get injured, are you supposed to continue to injure your body and push through their tour? POTENTIALLY THERE COULD BE PEOPLE WITH COVID ON YOUR TOUR BECAUSE THIS COMPANY REFUSES TO REFUND PEOPLE.
Wallace also told me the people who could potentially help me were not working today (a Thursday) and refused to give the contact info of the owner. This is poor business and I will never recommend them to anyone visiting again.
Réponse de l'hôte
Jul 2022
For anyone reading this: This guest is now posting multiple negative reviews from multiple accounts on multiple platforms all repeating the same misinformation while also making libelous statements about how we handle guest safety, so we'd like to set the record straight.
While we always welcome constructive feedback, we don't feel that making libelous statements about how we treat guest safety falls into that category. We have taken COVID seriously throughout the pandemic, and inferring otherwise simply because one is mad that our cancellation policy applies to them is, frankly, dishonest and reckless.
When one buys a ticket for our tours (as this guest did), it is clearly stated both on our website when you book and in your confirmation email after your book that we offer a (very generous) 24 hour cancellation window for a full refund of your tickets. On top of that, if one DOES cancel far less than 24 hours in advance (as was the case with this group) we offer an (even more) generous courtesy of being able to use the ticket for up to a year from the original ticket date. Imagine if you bought tickets to a Beyonce concert and then did not use those tickets... Beyonce wouldn't give you a refund because a lot of people worked hard to put her show together, you weren't just buying access to a seat in the venue. (Yes, we're Beyonce in this scenario). And certainly, as anyone who travels knows, our cancellation policy is far more generous and flexible than any airline you'd fly.
We’re disappointed that this guest is (seemingly) choosing to not use her tickets in the future as our tours ARE safe. All of our guides are CPR and First Aid Certified, and all of our tours are outdoors in the sunshine and have been naturally socially distanced before we even knew that term.