This was the worst tour experience I’ve ever had in my life. I was extremely excited to see Niagara Falls for the first time, but this tour ruined it. The front desk associate told me the tour would be 4 to 5 hours, and when I got to the tour bus, they mentioned that this was a new tour guide they had never seen before.
Throughout the entire tour, I couldn't understand a single thing the guide was saying. He had no knowledge of Niagara Falls or the places we visited. We drove around aimlessly for about two hours, and the guide even took us to his family's pizza shop to get food. Everyone on the tour bought food while he got free pizza for "bringing them business." We only managed to visit two of the stops listed in the brochure.
The guide forgot our lanyards, which made it hard to keep track of everyone, and he lost multiple people throughout the day. I felt incredibly uncomfortable and unsafe. After 5 1/2 hours, we had to walk ourselves back to the center.
Upon returning, we spoke with the front desk representative, who acknowledged that none of this should have happened. The guide should have known more about the falls and taken us to all the advertised places. When I called customer service, all they offered was a 10% discount on my next tour, without even an apology.
The other tour guides from the company seemed wonderful, which makes this experience even more disappointing. We didn't even see half of the stops, and yet we can't get a partial refund. The customer service was terrible, and the tour guide was the worst I've ever encountered.
For the cherry on top, when we told our guide that we were not pleased with the service and were going to walk back to the center he begged us for a tip and said the company doesn’t pay him well and that he lives on these tips and needed us to give him one. I do not recommend this tour at all.
Odpowiedź od gospodarza
Jul 2024
Kyra,
We apologize for the inconvenience we've caused during your trip to Niagara Falls. We strive for a five star experience for all of our guests. This does not align with our goals of creating positive energy for each and every tour. We take feedback seriously and have notified all management staff of this review and will be conducting proper measures on handling this situation. Despite the experience, we hope the views of Niagara Falls was every thing you expected. Thank you for your feedback.