Our family recently drove 1.5 hours into Boston for a much-anticipated food tour, but unfortunately, the experience was deeply disappointing. Upon arrival, we waited for our guide, who never showed up. Another guide, who was very friendly, informed us that our guide was running late, and we were asked to wait further. After another 20 minutes, we received a call notifying us that there would be no guide available for our tour, and we would need to reschedule.
This was particularly frustrating as we had family visiting from Denver who were leaving the next day, making it impossible to return. When we requested a refund, we were told we had to initiate the process online. Additionally, when we inquired about any accommodations for the inconvenience—considering the time and effort we invested in preparing, traveling, and waiting—we were told they would look into it. Unfortunately, no one followed up.
We understand that mistakes happen, but the lack of proactive solutions and communication left us feeling undervalued as customers. Offering a free tour, a sincere apology, or even a callback would have gone a long way to make up for the disruption. This was especially disappointing for our family members who were visiting Boston for the first time and were looking forward to this experience.
We hope the company takes this feedback seriously and implements better contingency plans and customer service practices in the future. A little extra effort to rectify situations like this can make all the difference.
Odpowiedź od gospodarza
Jan 2025
Hi Olivia,
We are truly sorry to have had to cancel your tour with us - it is always our last option, and we do our utmost to not cancel any of our tours. We acknowledge how disappointing this would have been - given the time and effort it took to get your group together over the holidays. While we cannot make up for the loss of time or frustration for this error, we do want to send our sincere apologies (since that is due to you and your fellow travelers), and we have flagged your experience with our local office in order to improve communications around instances like this.
As we have set your refunding to make sure you are not out of pocket for this tour, we would also like to offer you further so if you are happy to received, please kindly contact us via the message.
We do sincerely hope that you all managed to have a great visit outside of this in historical Boston.
Please let us know if you have any questions, comments, or care to accept the voucher.
With continued apologies and all the best for 2025!