Hi Ash,
Thank you for sharing your feedback, and we sincerely apologize for the inconveniences you experienced during your tour.
First of all, I would like to point out that, based on our records, you participated in the Statue of Liberty Express: Museum, Statue Grounds, Battery Park tour, but your review was submitted for the Statue of Liberty and Ellis Island Guided Tour with Ferry.
It is true that our guide waited for several minutes to accommodate late-arriving guests, as we aim to ensure everyone who has booked can join the group. Additionally, we regret that there was a queue at the ferry, which unfortunately is beyond our control.
We apologize for the miscommunication regarding the ferry schedule. Boats departing Liberty Island after 3:30 PM were not stopping at Ellis Island that day, and our guide was unaware of this when making the plan. We are sorry that this was not clearly communicated at the time.
However, we want to clarify that Ellis Island is not part of the guided portion of the Statue of Liberty Express: Museum, Statue Grounds. The guide mentioned that the tour officially concludes on Liberty Island, and guests are welcome to explore further independently after that.
We understand that your expectations were not fully met and appreciate your feedback. Please feel free to reach out to us directly at
[email protected] if there is anything we can do to improve your experience.
Thank you again for your understanding, and we hope to welcome you on another tour in the future.
Sincerely,
Andrii
Walks & Devour Tours