My husband and I were so excited to sign up for this tour based on most of the reviews out there touting it as one of the best. However, the night we were planning to take the tour was calling for a 50% chance of rain that evening, and they have policy on their website stating you must cancel at least one hour prior to the start of the tour. Because of this, my husband called before we ordered tickets and spoke to the owner, Debbie, about our hesitation regarding the weather. Was there an exception to the one-hour rule in the case of rain? Debbie assured him not to worry about it, that we would be able to cancel our reservations no problem. She also seemed surprised to hear about the forecast and acted as though it was supposed to be sunny for days and encouraged us to sign up for the tour. We did.
Sure enough, the night of the tour was cloudy and looking like it could start raining any minute. We decided to wait it out and see if it would be a quickly passing storm or a steady, long-lasting shower since we had Debbie's reassurance about it. About 40 minutes before the tour start, we decided it looked like the rain was not going to let up and I called Debbie to cancel. As soon as I explained that we couldn't make it the following night and would like a refund of our money, she INSTANTLY became hostile and defensive and said their policy requires canceling at least an hour before the tour. I explained that we understood that fact under normal circumstances, but that my husband had spoken to her about this case already and she had said it would be fine. Debbie denied saying this and proceeded to tell me that I should have checked the weather ahead of time (we had, that's why we called to see what they do in case of inclement weather) and that she only has one night off per week and this was it (how is that relevant or at all my problem?) and again said she "never would have said" what she told my husband the day before. She was still in the middle of her tirade when I hung up.
I have never hung up on anyone before, and I have never had to raise my voice to a person who's supposed to be in the tourism/hospitality industry until this woman. If there was a miscommunication somehow about the cancellation protocol, we expect to be told so in a professional, courteous, apologetic fashion, not antagonistically lectured to after being given conflicting information. This is not the way to run a business. Debbie will probably respond to this post and say we are not remembering this correctly or even that we must be talking about a different tour (like she did with DonDon637's review). She will say anything to get you to prepay for the tour, but then it's deny, deny, deny when anything goes wrong. Again, not the way to run a business.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
November 3, 2011
Sometimes companies have abusive customers and in this world of social media, you have to make a decision whether to give others permission to abuse you or cut your losses. I think the time taken to write this review and its extreme content speaks for itself. She knows not of all she speaks, e.g., that my response to DonDon's review led to a 2-hour conversation in which we ended up using many of his suggestions to improve our business. I was trying to work with this client through all her abusive language when she hung up. It is the first time we've not refunded money to an unhappy customer in 4 years of operation. I just couldn't see following up to volunteer for more of her abuse to give her back her money.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.