justinmatthew1971
Mar 2022
Sadly, we are not able to give this tour the credit is might deserve. The Superheroes tour was excellent, but when trying to cancel a further walking tour within the cancellation period, the Top Dog refused to accept our cancellation and despite trying to resolve the dispute, we were still charged for two tickets at a price of £50+. Ahead of the tour time we attempted to email, then call (without success), then emailed again all within the 48 hours cancellation period. Patrick at Top Dog had clearly not looked at his emails and sent us a reminder the day before which promopted us to email again. We forwarded all the previously sent emails, but due to the time stamp on some of the emails being 5 hours ahead (UK time v US time), he claimed we had not advised him in time. The difference in time stamp was not difficult to establish from the email, but he chose to charge us anyway. This poor and unfair service has soured what was otherwise a good experience. Be careful when booking and be even more careful if cancelling. We are currently disputing the charge with Mastercard and processing a refund claim against Top Dog. Being a small business is no excuse for poor service!
Odpowiedź od gospodarza
Mar 2022
This review is terribly misleading. As a New York Pass guest, upon booking you agree to show up
and have your pass scanned or you will be charged. We allow guests to cancel 2 days before if we are contacted by phone. You claim here you called us, but we have an email from you saying you couldn’t call because of your foreign phone. To that we said most guests have a concierge call or use their hotel phone. Also, time stamps on emails don’t stay the same when you leave there country, they show the time of where you are. However, as we require a phone call to cancel, the timing of your email is a moot point. The tour you booked was full, and by reserving and not showing up we lose money. We have this policy for this exact situation. When guests have extreme circumstances we are more than happy to accommodate, but in your own words, you were “just too tired.” We are a small business, and have this rule so we are not taken advantage of by guests who do not show up such as yourself. We suggest that in future travels you don’t sign up for such a lengthy itinerary and this won’t be an issue as most companies have a similar if not more strict cancellation policy.