I booked this tour for a corporate group of 30 people as a Friday afternoon activity. It rained on our tour day and the company was being good about adjusting the route/tour due to the inclement weather. However, the execution of the tour did not meet our expectations.
We thought that Roger did a great job of providing information and fun facts about Denver, CO he was very knowledgeable and friendly with our guests. However the bus did not have a microphone so guests in the back of the bus could not hear very well, there needs to be a microphone for the tour guide to ensure everyone can hear clearly.
The lunch setup was not what we expected and we were disappointed with the lack of organization by the support staff person onsite. He did not have the lunch setup correctly, he only put out the sandwiches and none of the other items we ordered such as the chips, cookies, fruit, plates, and granola bars etc. until I asked where these items were. He forgot a box on the bus that had these items. It would have been beneficial to have him arrive 15-20mins ahead of the group so that he wasn’t scrambling to setup while the group was there.
Furthermore, the sandwiches were not labeled which made it even more disorganized and chaotic as people had to open the sandwiches to see what kind of sandwich it was and then trying to trade sandwiches if they didn't like what they got, as opposed to being able to just grab the selection they wanted if they were labeled. This is not what we expected.
They had big party-size bags of chips that everyone had to share instead of mini bags of chips that people could easily grab which was also not what we expected and did not go over well with the group, it was messy and again felt chaotic because each person had to wait to take out the chips they wanted from the same bag.
There were no napkins provided for lunch which I think is a necessity when eating a sandwich with your hands, I had to ask for these and we ended up having to use paper towel which again was not what we expected.
Aside from the lunch setup issues, the biggest issue we had was that we were not informed about the graduation ceremonies at Red Rocks which we feel the tour company should have known about well in advance and we should have been informed of this prior to us booking as oppose to letting us know one day prior to our tour. Our guests were disappointed that they did not get the see the amphitheater which was supposed to be one of the highlights of this tour that we advertised.
We would have completely understood if it was due to the rain that Red Rocks was closed, but the fact that it was due to a scheduled event (graduation) and even if we had beautiful weather our group still would not have had the opportunity to see the amphitheater was very disappointing and that was not the experience we paid for.
Also I communicated to tour company and the guides multiple times that our group needs to be back at the hotel for 3:30 p.m. due to flight times and the tour did not arrive back at the hotel until about 4:00 p.m. Thankfully our guests flights were delayed, however had that not been the case, they would have missed their flights.
I sent this feedback to the tour company contact I had been planning with via email and it has been almost a week and no one has reached out or replied back to me with any sort of response. Disappointing.