The driver never showed. No phone call ,no email, no text. Flew in from 3 different states for a family event. Do not use this company, unreliable! Hopefully we’ll get out money back.
Одговор домаћина
Jun 2024
For the readers, this is a false review, unfortunately. Viator is quite possibly the worst company when it comes to false reviews. If you would like to investigate a company further, try Google Reviews. This has been flagged as a false review, but Viator always sides with the consumer. In this case that wasn't the right decision. Ms. Phillips booked a trip months in advance, received a confirmation with the exact dates, and was followed up with a phone call to reconfirm, which she did. Ms. Chieko had booked the wrong dates. She did not want to take responsibility for the issue.
She did call wondering where we were (from a new phone number,) and of course, she was not on the schedule for the day because she booked the wrong dates. Our reservation system sends out FOUR automatic emails from the time booked up until 24 hours before the tour. The statement of "no email" is simply not true. The comment about "no phone call" is valid. She provided her work number, so we could not reach her even if she had booked the correct dates. The comment "No Text" is also valid because she provided a landline as a contact point.
On the date Ms. Phillips called, asking where the guide was, we attempted to provide a solution before investigating the problem. We immediately provided a solution for her, but she would not let us speak.
We could have corrected her mistake, but she rented a car instead. Once again, we offered to take her entire family at no cost to the Mount Rushmore Illumination Ceremony, which she expressed was important, but again, she would have nothing of it.
As a gesture of kindness, we offered to take her on an additional Black Hills tour the next day, free of charge. This was for six guests, mind you. We had no obligation to provide a free tour but cared about fixing an error, no matter who was to blame. She never replied. Her money was refunded the instant she requested it. In a rare response to a message or call, Chieko replied and thanked us for being so quick to her request to refund her money. This was because she knew it was her mistake, and we were flexible with accommodating, rescheduling, and refunding her money.
When Chieko initially made the reservation for her family, it was done from her workplace. She expressed how busy she was and could only talk for a few moments, if at all. This was typical of the communication she allowed.
I would describe the communications as short, rushed, disorganized, and seemingly unimportant. The phone number she provided on the reservation was a landline. In our booking process, we always ask for a cell phone number. She did not provide that.
On the phone call the day she thought there was a tour, the encounter was exceptionally rude and accusatory. Ms. Chieko was unable to acknowledge her own emails sent to us confirming the dates she booked.
Ironically, this was the most extended conversation we had with her up to this point. It lasted approximately 45 seconds.
Before this, the conversations were under 30 seconds, if that. She never had time, did not put the attention needed into the special event planned for her family, and did nothing but point the finger at us. I was present for every conversation if you want to call it that. Ms. Phillips also provided our office's phone number so other family members could call to regurgitate the fabricated story she told them. They did just that.
I canceled Ms. Chieko's second tour booked with us because of her terrible demeanor and utter disrespect. There is no way I would endure a tour with a guest like this or expect any of my guides to deal with the same thing. I am glad to have made this decision. It would have been a nightmare.
This review reflects her mistake, is a clear representation of her character, and is an embarrassment to her family for her mistake without any ownership of responsibility. I put this back on the lap of you, Ms Phillips.
We always work extremely hard at My XO Adventures to satisfy our guests. Their happiness means the world to us. This is why we attempted to fix the problem for her to make the time in South Dakota with the family a great experience. We were prevented from doing even that.
Occasionally, we make mistakes. When this happens, we are the first to admit them. In this case, it was not an error on our side. It was her own fault.
This review is entirely untrue and a genuinely shameful act on Ms Phillip's part to tarnish an otherwise stellar reputation. No, Ms. Phillips, this is not what happened. Shame on you for leaving a false review in an attempt to cause damage to our family at our expense for your mistake. We have never experienced this kind of absurdity with a guest until now. We know who we are, what we offer, and how we conduct business. Now we know the same of you.
To top it all off, this isn't even the tour Ms Phillips booked. She has left the review on an entirely different offering. In the end, Ms Chieko Phillips was fired by me (Daniel). We will never accept this behavior from any person at any time.