Future travelers please be aware of the misleading tour Information. Note that this posting does not clearly state that you are NOT to buy your own tickets ahead of time, no matter how proactive you try to be. Note when they state “optional”, they really mean you need to buy directly from Jupiter Corporation ONLY. We found out the hard way.
We proactively called Jupiter and Viator days before our trip and both companies confirmed that we were ok to proceed to buy attraction tickets ahead of time on any booking app available. So we did. If this was clarified from the beginning we (group of 10) would of not bought the tickets ahead of time.
When the day of the tour arrived we tried to explain to our tour guide Karen about the situation and her response was very rude and unprofessional. Karen bullied us and made us feel horrible for buying the tickets outside of Jupiter corporation.
One attraction we purchased outside of Jupiter was the Niagara Falls illumination night tour. Because Viator did not let us cancel due to the late notice cancelation policy, we asked Karen to please let us go with the others on the tour bus , which they were already going to the same location, And being that the hotel Jupiter booked was 30 min away from Niagara Falls (BTW Jupiter and Karen did not disclose the hotel name/location until a couple of hours before we arrived at the hotel). Karen loudly informed us that this was not her problem and that because we did not buy the attraction tickets from her that she couldn’t take us to Niagara Falls on HER bus.
Karen explained that we needed to find transportation at our own expense. So we did. We had to find transportation for 10, which included a senior adult and two adults who are disabled.
The mistreatment of Karen and Jupiter is unacceptable. This is just a snippet of our tour from hell. There are many more reasons why this was a horrible experience, but thought this was the most important and needed to share. Travelers beware.
Odpowiedź od gospodarza
Sep 2022
Dear Customer,
Thank you so much for sharing your feedback about our service.
You asked about the tour fee inclusion and exclusions, we tell you the tour fee you paid only included transportation, guide/driver, and 1 night hotel, some of the optional attraction fees were not included.(This information also mentioned on our product page). Our tour does not accept any City Pass or customers’ own tickets for any of the attractions(This is mentioned at the additional info section of our product page.) because as a tour, we have to make the reservations as the tour group to each attraction, hope you could understand. We are not sure where did you got the wrong information. But we don't want you feel upset and lose money, so we accepted you to use your own tickets on our tour this time. But for the Niagara Falls Night Tour, it is an optional item need to pay, the fee included the transportation fee from hotel to Niagara Falls, we need first send customers who did not choose it back to hotel to have rest. If you want to attend it, you need to pay for it. (About the hotel information, as there may have some changes about rooms, some customers wanted to add room or some wanted to reduce, so we need double confirm with hotel and then told you the accurate information after we confirmed with hotel. Beforehand the guide also told you the hotel will at Bufflo and 30mins away from Niagara Falls). About the attitude of our guide, our guide made patient explanation about your problems, no mistreatment existed, we arranged you rest at hotel or you can pay for it we would take you to have the Niagara Falls Night Tour, we are so sorry still let you feel no good, we will enhance training of guide to provide better service to our customers.
Hope the above explanations help you. If there is anything we could assist with, please let us know.