Worst tour I've ever done. First of all, it's not guided. I got the Alcatraz-Muir-Sausalito bundle and they just buy the Alcatraz ticket for you and you do that on your own. They are not even there to tell you what boat to board or anything; it's a totally different company. Then they pick you up and drive you across the bridge. The driver says he's a guide, but you'll see he isn't. After a stop across the bridge to take a few pictures, you're driven on to Muir Woods and then ¡surprise! you have to pay for the ticket, because it wasn't included in the tour. Then the guide just gives you a general recommendation and disappears: you are left to wander alone. Well, I got a bit lost, and that's my fault, of course (it wouldn't have happened if the guide actually guided us), and ended up coming back to the van 12 minutes late. He wasn't there. No call, no message, nothing. He had left me, almost an hour's drive away from San Francisco, without even bothering to try to contact me.
I called the number for the tour I had and this other guy (manager?) answers. I explain and he says that of course, that the tour had to go on! Really??? So I was left there, with barely a phone signal, had to ask the park guards a favor to call a taxi and paid 100 $ to get back to San Francisco. Oh yeah, and they kept the portable battery and USB cable I had left at the van. It's been 24 hours and I'm still waiting for them to call so I can get it back.
I must say, when I got back to SF (about 90 minutes later) the manager (Faycal seemed to be his name) called to see where I was, because he was thinking about calling the driver (Robert's the name, by the way) to wait for me. Very helpful...
I just can't process how little these people care about their customers.
If you want to go to Alcatraz, buy the ticket yourself. If you want to go to Sausalito-Muir Woods, grab an Uber. It'll be cheaper and safer.
Одговор домаћина
Oct 2022
Federico Supervielle Bergés, I am sorry about your frustration.
You arrived too late and Robert your tour guide was waiting with the whole group inside the van. You have to understand that by respect to the rest of the group we have to continue and we can't wait too much. You would not appreciate to wait for someone too late when you did the effort to arrive on time. On the 14 passenger you were the only one to be late everyone else was on time FYI.
For 2 reason we don't go on the trail with you. The first reason, it is definitely a walk that you want to do by yourself and don't want to have someone to talk all the time in the forest. It is a magical place to experience and also meditate. And all the itinerary is described when you book so actually no surprise if you take the time to read it. The second reason is that the National Park Service who manage Muir Woods doesn't allow to guide inside the Park. The trail is very easy, it is a loop and we give you the explanation and a map at the entrance. You said that you were in the Spanish Navy it is hard to understand how you get lost honestly. You also wrote about it, it's probably fiction. We love Veterans and some of our team are Veterans.
Alcatraz start at Pier 33, the whole Pier is dedicated to Alcatraz and there is only 1 boat and guess what it goes to Alcatraz.
When you called me I arranged for you to catchup the tour and I told Robert to wait you at the next stop as discussed. Robert and the rest of the tour were waiting again for you and when I called you to see where you were you told me that you changed your mind and you went to San Francisco directly. That would be nice to let us know if you care, don't you think?
It's happened rarely that someone is left behind with us and we are not happy when this happened.
By the way Uber is not cheaper if one way was $100.
Thank you