We arrived to find out that our tour guide did not show up. Our tour was cancelled at the last minute.
Peter, the manager on hand, promised that I would get an e-mail within an hour confirming that our payment would be refunded. Two days later, we still not have received this e-mail.
I am hopeful that the payment will be refunded, and that I won't have to go to the trouble of disputing the payment with our credit card company.
If the payment is refunded, then I would have to say that the staff handled an unfortunate situation well. The staff were pleasant, and apologised for the fact that the tour was cancelled last minute. We were told tour guide had a Covid scare, which we accept as an explanation. Peter did a fair deal on a short rental of an electric bike so that we could do a circuit of Central Park without a tour guide.
However, not getting the confirmation e-mail promised has left me concerned that I know have to do extra work to make sure that I am not charged for a tour that I never received.
I am not clear as to whether not receiving the e-mail promised is a failure on Trip Advisor's part, or a failure on the part of the bike tour company.