_Val_000000000000000
Jan 2020
I booked a Sunrise balloon ride for my husband's Christmas present. We were visiting AZ from out of town and our ride was booked for the Friday after Christmas. We had booked a babysitter and woken up early to arrive at the Starbucks at 6:40am and eagerly waited for our balloon ride. I had e-mailed with the owner earlier in the week to confirm the ride was still on despite inclement weather, I received a reply saying it was. An hour went by, and no one had come to pick us up for our ride. I received no phone call, voicemail, e-mail or any form of communication. I called every number I could find associated with this company, and was able to contact their web development guy who had called me a few weeks prior. He texted me telling me the owner would contact me shortly...HE NEVER DID. I went ahead disputed the charge on my credit card, especially since I did not want them charging anything going forward. If you want to book with a hot air balloon company that has terrible (almost non-existent) communication, has no respect for your time and are overall unprofessional- book with Aerogelic Ballooning. They did a great job of ruining my husband's Christmas present and wasting our time. Their level of customer service is embarrassing, shameful and unacceptable.
Ответ от хоста
Jan 2020
I am sorry for this experience. Weather does play a large role in this experience. This flight canceled over an hour before meeting time and all customers were advised via phone call or text. Unfortunately TripAdvisor does not always share phone numbers therefore we have to email cancelations. Many times TripAdvisor customers don’t receive cancelations until well after meeting time due to not regularly checking email. I am very sorry for that. We would have happily called had we a phone number to call. Future recommendation is when booking through a third party click the allow to share phone number box.