I sent them the following: Their reply was that they would make no accommodation or refund our money.
My wife has wanted to tour the city lights for more than a decade now, we used our trip to VT over thanksgiving as an excuse and she booked the city lights tour with you, so we could finally make her dream come true - she chose you to trust with her dream and you failed her. We had only last night to do it, I'm writing this as she packs her bags literally in tears over not having been able to see what we spent over $1000 to see (much over if you include food, lodging, and airfare for the alternate route - not to mention your ticket price).
Your voucher had clear instructions to "Present this voucher to Tour Guide at 53rd St. side entrance of the Sheraton New York Hotel, off 7th Ave., 15 min prior to start of Tour." We were excited to do this tour, so we left the unlit tree, fought against pedestrian traffic the whole way, and got there over an hour early. We even bought the world's most expensive sliver of chocolate cake there to pass a little time. Neither your guide, nor his bus ever showed.
Here's what you sent us to confirm our Dec 4th tour: I have also attached a copy of our voucher to this email for your convenience. While we were at the Sheraton, I took several pictures that were GPS tagged and timestamped to document that you did not arrive to fulfill your commitment to my wife's dream. In addition, both the hotel help desk and concierge will remember us. The concierge was good enough to direct us to the grey line, which did not do the city lights tour last night due to the traffic - but at least gave us SOMETHING to do. That little excursion cost us nearly $200 by itself, and didn't go near anything we came to see.
Clearly you've screwed up here. The concierge at the Sheraton told us of 2 other couples that had similar difficulties. Unfortunately, you screwed with my wife's dream. The woman's a true saint, and is stoic as hell - AND YOU MADE HER CRY. I am not asking for a refund here, you need to do more than that. You need to make this right.
I eagerly await your response.