I am beyond disappointed with this company. We booked a cultural/history tour with this company over 3 months in advance. We even specifically emailed questions back-n-forth with the company prior to booking because we were concerned about making sure our airplane arrival times would work for the tour time. Then....they cancelled the tour at 5:00 pm the night prior to the tour - via an impersonal email on top of it all. It was to be our VERY FIRST activity upon arriving in New Hampshire to kick off our anniversary weekend. That little notice effectively gave us ZERO time to attempt to find something else to do, as we had already had dinner plans that evening that kept us out from 6 pm until midnight, and we had to catch a 7:20 am flight to NH the next morning. So...we spent the first 1/2 day of our vacation twiddling our thumbs and wasting time. So incredibly disappointing!!!! I'm not an unreasonable person - if the cancellation were due to bad weather or a staff member being sick or having some emergency I would totally get it. But, they simply cancelled because there were not enough people to fill the tour....so, profits is what it came down to. And I get that too. In the fine print most tours (this one included) state that they have the right to cancel a tour at the last minute if it doesn't sell out, but my husband & I have traveled the globe for over a decade and I have NEVER ONCE had a group tour cancelled for this reason. And again, I am a reasonable person. OK, so you cancel over profits. Fine, but give people that are traveling far, and spending their hard earned money on a vacation more than ZERO waking hours of notice. The professional thing to do would have been to cancel on us several days in advance so we had ample time to fill that morning with another well-planned activity. All in all they demonstrated VERY POOR customer service, and very short-sighted business decision-making. They actually claim on their website that "guarantee[d]...legendary customer service each and every day" is what "separate[s] [them] from the rest." Yup. It separated them for sure. WORST CUSTOMER SERVICE I'VE EVER EXPERIENCED regarding a vacation tour. I DO NOT recommend.
Одговор домаћина
Jul 2019
Hello. We are very sorry and do apologize that we had to cancel your tour for lack of participation. Our intention was not to mess up your plans for the weekend. On extreme occasions and rare circumstances we have to cancel a tour due to lack of participation. We give full refunds if this happens. There are times that we limit the number of bike tours that our guides go on, for safety reasons. We had two tours scheduled for that morning and one in the afternoon. We would have had to send one of those guides back out again shortly there after in the afternoon for another tour with several participants. There were only two participants that morning for the three hour tour (your tour) so we cancelled the tour, but offered you one of the others that had more than two people scheduled on it. We did this scheduling change so that the morning guide didn’t have to go out again. In hindsight, this should’ve been detailed to you in our correspondence. Again, we gave a refund and offered a different tour. We are truly sorry that we messed up your plans. If you come back to the area, we would like to offer you two free complementary tours.