We had a tour scheduled for April 18, 2022. I called about 45 minutes before the tour because we were delayed from another tour and would arrive for the tour right on time. The woman I spoke with said I understand and said it’s not a problem, I will let the tour guide know. Not once did she say I would get a charge of $175 on my credit card. I assumed all was okay when the woman reassured me everything was fine. That evening, I get charged so I call back and a woman with the worst customer service skills answered the phone and said “why wouldn’t we charge you?” I told her the woman I spoke with earlier said it was fine. If I had known I would have been charged, I would have ubered my way to the meeting spot and bypassed the delayed trains.
When I explained this to the woman, she said you should have known you had a cancellation fee. Since the woman from my earlier conversation didn’t say anything and said it was fine, I assumed it was fine. I booked this tour with my New York pass.
Awful customer service, awful tone when speaking to you, and no one I’ve encountered in New York has talked down to me like this woman has. Sometimes things come up and companies, especially tourist companies coming back from the pandemic, needs to have better customer service. Appreciate the business you’re getting and hire better people to be customer facing.
Odpowiedź od gospodarza
Apr 2022
Hello,
We decided to reply to your review to inform readers of what actually happened. You are a NY Pass Guest, which means you do not actually pay for the tour but it is included in a separate tour pass. We allow NY Pass guests so sign up but require a credit card to hold the reservation we charge guests if they do not show up for taking up a spot. When you initially called you claimed you would arrive on time which is why you were told it was "ok." You didn't mention being late or not ATTENDING AT ALL, which is what you chose to do. If you had said this, she would not have told you it was ok.
Upon reviewing the call, you were in fact the rude one. After the things you said, she should have hung up on you. It is not our responsibility to inform someone of the charge when they say they will still be attending. In fact, even if they say they won't be attending it's still not our responsibility as you checked a box agreeing to the policy MULTIPLE times, received a confirmation email with the policy (which we have proof you opened), and could have easily found it numerous places on our website.
In the future, we suggest being on time to things you book, or at least being honest about your intentions with the people you speak to.