I’m not one to leave harsh reviews but, this was over the top bad. My daughter and I booked this tour about 6 weeks ago. The website advertised tours on Sunday which worked best with our itinerary. However, when we went to book there were no Sunday tours available for any Sunday. So, we need up paying a fee to the zoo and changed our plans to go to the San Diego Zoo on Saturday to Sunday so we could do this tour on Saturday.
Then on Thursday (yesterday) I get a call asking if we could do Friday (today) as they were having staffing issues. Well, that’s why we were told Sunday’s were not available when we had to switch to Saturday. I explained we were flying in Friday evening and that’s not possible. She said not a problem, we will make it work for Saturday afternoon.
Today, literally while in the air to San Diego, they call asking if we can do Saturday morning. I explain that we cannot as we already have paid for a tram in Palm Springs at 9 am. We checked and all other times on Saturday were sold out. They said not a problem, we will make it work.
Then I get a text at 7:45 pm from them saying due to staffing issues, could we do the morning tour tomorrow (Saturday) morning or Sunday? Now, this is where got wildly frustrated. They already called me and asked me about tomorrow morning and j had said no. Then to really top things off, they offer Sunday! The very day we wanted to begin with but they couldn’t accommodate due to staffing issues. So, I went to the time and expense to move things around to go Saturday only to have them offer to do Sunday because they couldn’t do Saturday.
As I told them, they act like folks travel here to work their entire schedule around their myriad of constant schedules changes. What we went through was laughable if it wasn’t so frustrating. As I told them, either staff for when you do say you’re available or cut way back or close until you do have your staffing. I paid $400 weeks ago and supposedly I’ll get a full refund. You can only imagine how confident I am that will actually happen. I’m going to dispute the charge with my credit card company. Take it from me, this company may have once been reliable but, currently they are inept and I’ll equipped to service their customers and they have no problem back to you repeatedly with requested schedule changes with complete disregard for you and the extra money and inconveniences they cause.
Find another company or, just drive through the park yourself and save yourself time, money and frustration. I wish I could give this zero stars. It was that had.
Odpowiedź od gospodarza
Feb 2023
I can't argue with anything you wrote, it is all accurate. We did a terrible job on your reservation. I didn't do a good job with scheduling and staffing for this weekend so the blame falls on my shoulders. We do our best to provide quality, reliable service here at Big Wheel Tours but we didn't in this case. I requested a refund for you from TripAdvisor. I hope that you enjoyed the rest of your trip.