Hello, We decided to reply to your review to inform readers of what actually happened. You are a NY Pass Guest, which means you do not actually pay for the tour but it is included in a separate tour pass. We allow NY Pass guests so sign up but require a credit card to hold the reservation we charge guests if they do not show up for taking up a spot. When you initially called you claimed you would arrive on time which is why you were told it was "ok." You didn't mention being late or not ATTENDING AT ALL, which is what you chose to do. If you had said this, she would not have told you it was ok. Upon reviewing the call, you were in fact the rude one. After the things you said, she should have hung up on you. It is not our responsibility to inform someone of the charge when they say they will still be attending. In fact, even if they say they won't be attending it's still not our responsibility as you checked a box agreeing to the policy MULTIPLE times, received a confirmation email with the policy (which we have proof you opened), and could have easily found it numerous places on our website. In the future, we suggest being on time to things you book, or at least being honest about your intentions with the people you speak to.

This review is terribly misleading. As a New York Pass guest, upon booking you agree to show up and have your pass scanned or you will be charged. We allow guests to cancel 2 days before if we are contacted by phone. You claim here you called us, but we have an email from you saying you couldn’t call because of your foreign phone. To that we said most guests have a concierge call or use their hotel phone. Also, time stamps on emails don’t stay the same when you leave there country, they show the time of where you are. However, as we require a phone call to cancel, the timing of your email is a moot point. The tour you booked was full, and by reserving and not showing up we lose money. We have this policy for this exact situation. When guests have extreme circumstances we are more than happy to accommodate, but in your own words, you were “just too tired.” We are a small business, and have this rule so we are not taken advantage of by guests who do not show up such as yourself. We suggest that in future travels you don’t sign up for such a lengthy itinerary and this won’t be an issue as most companies have a similar if not more strict cancellation policy.