I was looking forward to this excursion the most once off our cruise ship. I had advised the tour director that I was on a cruise ship and asked several times where to meet once we debarked. I never heard back from them so I assumed they would be waiting for us outside the ship. The morning of I got an email with the address of where I should go but no ride. I figured at this point I could take an Uber or taxi. However, after asking several locals, they advised me there are no Ubers and the taxis are all on tours. I called and spoke with a not so friendly person at the tour company and told her I couldn't get there and asked if they could pick me up. She said no and told me to walk. It was 2.5 miles and I had to be there within 15 minutes. I called back several times and advised of my situation and that I could get there by foot in 15 minutes. I told her since they won't pick us up, and I can't get there, that I would like to cancel with a refund. She said she would cancel but I wouldn't get a refund. Luckily I put this on my Amex card and will be disputing the charges but please take note NOT to book this excursion if coming off a cruise ship!!
Odpowiedź od gospodarza
Oct 2022
Sorry you did not show up for the tour. We have a start time of 10am. The National Park service only allows us 30 minutes inside the park to deliver the ebikes.
We contacted you via Viator messaging on the day before your ebike ride that you need to be at the Hull's Cove Visitor Center at 10am. You contacted us at 9:18 the morning of the rental saying you are still on the cruise ship and cannot make it by 10. We had many phone calls and text messages back and forth with many reasons why you cannot make it. It is 1.3 miles from your port to the visitor center. You could have easily walked to the visitor center and made it shortly after 10. We waited with the bikes until 11am. YOU NEVER SHOWED UP.
To try and prevent this unfortunate event from happening again we will be messaging all Viator customers well in advance that if you are on a cruise ship, there will be no guarantee of when you can depart the cruise ship. You can cancel your ebike rental with a full refund if you do not want to risk missing the ebike tour start time. If you do not show up for your 10am tour start time then you will not be refunded.
Once again we are sorry you missed the tour.