I am a part-time native New Yorker and always wanted to see Niagara Falls but didn't want to make the long drive myself from NYC, so I booked this tour. First complaint: We ended up sitting in front of a very raucous family shouting among themselves, conversing on their phones without the use of earbuds. Their rudeness really degraded our trip, as well as that of others who were seated nearby. We had two guides - we found it difficult to hear what the English-speaking guide, Tom, was saying because of the constant commotion behind us. We tried our best (they were not English speaking) to ask them to please keep down the noise, to no avail. The guides did make a general announcement about being considerate to fellow passengers, also with no impact. The guides admitted to us that no one wanted to sit near that family. Finally, for the return trip, we quite literally begged both guides (Spanish speaking and English speaking) and the driver to speak DIRECTLY to this family and to inform them that the other travelers were complaining about them. We did not want to spend another 9 hours listening to their raucous conversations. The guides did NOT do so. Down to his last nerve, my husband finally turned around and yelled loudly at this family. The guides came over to us and tried to defuse the situation but still did not speak directly with this family. Their solution: put my husband and I on a bus for non-English speakers, or we could sit apart. We opted for the latter, which is found the lesser of the two unsatisfactory choices. (Interestingly, in talking with the passengers individually after this confrontation my husband was congratulated by them for finally being the one with sufficient nerve to confront them. He became a bit of a local hero for the duration of the ride. Anyway, I greatly resent the reluctance of the "authority figures" on this trip to ensure the serenity and enjoyment of all and their appeasement of this disruptive family. If I wanted this kind of aggravation, I could just ride the NYC subway during rush hour and it would cost a lot less then $640 we paid for the two of us to be harrassed for 20 hours in a bus. Second complaint: I had been told that the bus was equipped with a bathroom. We were told by our guide at the outset to refrain from using the bathroom, and if we did, only to use it to urinate, because anything else would make the bus stink. Well, apparently some poor soul had to use the bathroom to defecate, and true to their word, the bus smelled to high heaven. All in all highly unacceptable experience for any amount of money. Would not recommend this company under any circumstances. They need to better train their guides in customer management and service, and if they advertise the availability of a bathroom on the bus, there should be truth in advertising! I will give kudos to our very nice driver - he got stuck cleaning out the bathroom after the incident and I am grateful for his careful driving that got us to and from safely. Other than that, I have nothing good to say.