Firstly, I would like to say I enjoyed my tour with TJ and Matt. TJ is an excellent driver and good personality. Matt works very hard but not as experienced as I expected. He is great if you want a very casual tour but I expected more in depth knowledge. We were on a private tour and it felt more like friends bringing you around the city rather than a professionally organized tour. This could be more personal preference but for the money I was paying, I expected a more organized experience. The tour operator did not give us a set schedule so I expected that they would be able to hit all the sites we said were important to us. It ended up because of traffic we did not see some important sites so if you book with them in the future, you should get a more detailed schedule. They are not experienced enough and do not have the connections to be able to "wing it". All in all, it was a decent tour, the city is beautiful and I would have given them a better rating but I don't think management handled my situation very well.
I was stopping over in Chicago and had a limited amount of time. My flight arrived early. I was told by the tour operator to phone them once I arrived. When I phoned, I got a voicemail. I subsequently phoned another 2 times...still no answer. Then I got a call from Matt saying he was stuck in traffic and would be late. We probably lost around 45 minutes on our tour. I understand things happen but I expected the tour operator to give me a call back on the situation. He just left it to Matt to deal with me which I think was unfair to Matt and quite unprofessional. I left another message saying I expected to be compensated for the lost time and asking the company to phone me back...they never did. I think this is quite unprofessional. It is easy to take compliments but the really good operators also try to address issues immediately. As such, I cannot recommend using this tour operator.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
July 2, 2013
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Thank you so much for taking the time to write this review. Your feedback is essential to us as we continue to strive to be better. As stated in the email I sent you, I want to first apologize for our office not being able to answer your calls when you arrived at the airport. We were experiencing phone difficulties at the office and were unable to receive any calls that afternoon. My driver and guide did have your number and were instructed to call you once you arrived at 12:15pm. It is my understanding that call was not made until shortly after 12:15pm. Even though we cannot control traffic, it is unacceptable that the lines of communication were not better during your airport pick up. From now on, we will make sure to provide the driver's cell number for all airport pick ups to avoid future issues.
On a more positive note, I was told that your party was able to get out and try some deep dish pizza and go to the top of the John Hancock to see the magnificent views, which I understood was a priority during your short time in Chicago.
We are a boutique tour company that believes it is important to stay small to guarantee a unique experience for all of our customers. One of the ways we do this is by constantly adjusting our tours to fit the individual group's interests. By doing this, we create more flexibility in our route than other tour operators.
Again, I appreciate your feedback and will continue to use this information to create a better experience for all of our clients.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.