I had a deeply unsettling experience with Lokal Experiences during two scheduled back-to-back tours, starting with the "Authentic Tour & Meal with the Amish" followed by the "Unique Amish Immersion in Lancaster," both led by a guide named Sandy. Despite the tours’ promising descriptions, our experience was marred by unprofessionalism and insensitivity, particularly towards families with children.
During the first tour, while crossing a bridge, Sandy made an inappropriate comment about sneaking in a kiss if you're with a partner, which was not suitable given the presence of young children, including my own 10-year-old who became visibly upset. Furthermore, Sandy exhibited a cold demeanor throughout. She bluntly told me to keep my children occupied with electronic devices because "other clients are paying customers" — as though my family and I were not.
This dismissive attitude not only made me feel judged as a parent but also left me in tears. It seemed as if our presence was an inconvenience, rather than a part of a group equally entitled to enjoy the tour.
After such a disappointing experience on the first tour, we chose not to proceed with the second tour scheduled for the same day. Despite not attending the "Unique Amish Immersion in Lancaster," the company refused to refund this part of our booking, further compounding our disappointment and frustration.
This experience does not reflect the respectful and engaging cultural representation one would expect from a service claiming to offer authentic insights into Amish culture. I strongly advise against booking with this company, especially for those traveling with children. Their approach appears profit-driven at the expense of genuine hospitality and respect for all customers.
Відповідь від хоста
Apr 2024
I'm sorry to hear that your experience with our company was so negative. I do not want to go point by point, but will say that your characterization of the events does not match those of others both directly involved or who were merely observers. The comment about sneaking in a kiss while crossing a covered bridge, frequently referred to as "kissing bridges," is neither inappropriate nor should it illicit the reaction that came. Your guide Sandy has a great deal of experience, and I know her well as a kind and sensitive person, who, if she felt the need to say something, did so for a good reason after being put in a difficult position.
Our standard policy is not to refund within 24 hours of a tour. Seats are reserved and limited, and last minute cancellations preclude others from booking those seats.
Lastly, while we do need to run a business, we are decidedly not only profit driven! We care deeply about customer satisfaction and strive to give all of our customers the best experience we can offer. That said, as a show of good faith, I will authorize a refund for your second booked experience and offer an apology for not meeting your specific expectations.