Short version: I booked a Yosemite tour from SF and the driver never picked me up. When I called their office, the staff lied to me twice. So very unprofessional. I don't recommend this company; there are a number of tour operators in San Francisco, choose any one of them, just not Extranomical Tours!
Long version:
I gave 2 stars instead of 1 star because they were initially very accommodating. My original Yosemite tour was cancelled because of the bad weather, so they moved me to another tour that was also within Yosemite Park.
On the day of the tour, I woke up really early because the pick-up time was 6:20AM. By 6:15AM, I was outside of the hostel waiting. At 6:30am, cold and tired of standing outside, I went inside the hostel and called them. They said the driver will be delayed because of the marathon.
I didn't want to stand outside in the cold again so I sat in the lobby, in full view of the receptionist. After another 30 minutes of waiting, at 7am, I called again, and their staff said the driver had already left the city and she didn't know why he didn't pick me up. She said she'll call me back.
When the staff member called me back, she said the driver had told her that he had talked to me and that I had told him I wasn't going anymore. THAT WAS A HUGE LIE. It sounded ridiculous. I denied it and she said she will arrange an Uber for me to be taken to a place where I could catch up with the bus.
After another 30 or so minutes, I called to follow up the Uber they promised, repeating my denial again that the driver had talked to me. The staff backtracked and said she was mistaken, that was another guest. In my case, she said, the driver arrived outside the hostel and someone called reception, and the receptionist said there was no one at the lobby. AGAIN, ANOTHER LIE.
Just before 8am (almost 2 hours of waiting for them), I followed up on the Uber again and she told me they had decided not to do it anymore since the bus was too far by then. She could have informed me about it rather than let me wait, right? But no, she let me wait for nothing.
Extranomical Tours is VERY UNPROFESSIONAL. I highly recommend you choose another company.
Odpowiedź od gospodarza
Apr 2018
Dear Aleah,
First, we are tremendously disappointed about being unable to connect you with our Yosemite vehicle the other day. Our guest services staff tried very hard, but our efforts were hindered by the closing of some key San Francisco streets for the SF Marathon during our pick-ups and by not have a working phone number for you.
It is not our style to hide behind excuses. In fact, we guarantee your tour. Since we disappointed you, we have approved a full refund with the agent through which you booked your tour. If that does not come through in the next few days please contact us again and we will follow up with them to help things along.
Finally, on your next visit to San Francisco, please contact us about a do-over tour that will be "on the house".
Again, our apologies for not delivering an experience to meet your expectations.
Thank you, Extranomical Tours