We visit with my wife Zion staying two nights to spend a full day in the Park. Our plan was to spend the morning in the Park and in the afternoon take 55 Mile Zion/ Canaan Cliffs Tour. From 9 a.m. in the morning of May 9, time their office is supposed to open, we started calling to make a reservation, we called till 9.30 a.m. at least 4 times. As we could not leave a message because their box was not set we ask the Assistant Manager from the Best Western for help, he called without success. At that point we left to the Park. They said they called us, but we did not have reception once in the Park. We came back to the hotel after lunch and called, this time a female answer and at 3.26 p.m. we got an e-mail that confirmed our tour for 4.30 for what we paid $ 549 with our credit card on the phone. We drove the ~ 15 miles from our hotel to their place. When we arrived the same female told us that our tour was cancel because 5 minutes before the other two persons that were suppose to come cancel their trip! So if we want a tour we could take a private one but that would be much more expensive or maybe join another group, if they would accept us to do a different tour that we were not at all interest at all, and also we would need to pay more!
1) In their conditions it says: CANCELLATION & NO SHOWS: 48 hours cancellation notice of the applicable tour day/date/time is required for Zion, Zion-Bryce and Lake Powell helicopter tours. Not showing up for your tour, or tours canceled within 48 hours of the applicable tour day/date/time will result in a 100% cancellation fee of the applicable retail price.
If that was the case they had enough to cover the gas from us plus the other cancellation. But independent of it there are no justification for that behavior. If we would be cancel we would lost our $. But the cancellation, which cost us waisting half a day in the park, driving back and for to the hotel, they solve by saying we are sorry. We are 81 and 72 years old and had travel all around the world, and in very few opportunities we found such lack of responsability.
I like to add that at the end a male, who arrived from a tour at the time we did, try to justify their attitude saying that they tried to get other people but they could not. A serious enterprise does not treat customers the way they treated us.
We conserve all the information I mention.