This company should not be in operation the way they handle crises and treat customers.
Our bus broke down about 45 minutes outside of the park. Our driver, Gino, said this has happened before just a month prior and that the engine just needs to cool down. Approximately fours later and ZERO communication from the driver or the company and it still wasn’t fixed. It was only because the customers took matters into their own hands that we were able to get information about what was happening. It turns out that the it wasn’t the engine that needed cooling down and it felt like we weren’t being told the truth.
We were finally told that we would go back to San Francisco WITHOUT seeing the park on the same bus that wasn’t fixed. It felt extremely unsafe as we coasted down the hills and then crawled up them at 5mph, but the travel director Brad assured us it was safe. He said he would call us in 20 minutes with an update on a replacement bus but did not, and then the replacement bus was not where it said it would be. When we asked Gino for an update he shouted at us. The whole time Gino was extremely nonchalant and unapologetic, talking over people when they asked for answers and initially refusing to call the office, telling us to do it ourselves.
I understand that some things are beyond their control, but the way it was handled showed that they don’t value customers, and this was the second time that this happened within as many months. We were told we would receive a full refund, but only because we pushed for it. If there was any silver lining it’s that all the other travelers were really nice and we were united in our trauma.
Réponse de l'hôte
Oct 2022
As we responded to this incident in another review, our bus experienced a failure of its turbo charger. Communication during our diagnostics was infrequent since the bus was located in an area with really poor cell service. Ultimately, our staff thought the best and safest course of action was to return to SF. Since our guests did not get what they paid for, we refunded everyone and offered that they take a replacement trip at any time in the future (and did so without be asked). Again, we regret the inconvenience to our guests.