I will be staying in Toronto next month, and wanted just a wineries tour of Niagara on the Lake, without Niagara Falls. I searched the info for this operator as they have a tour on the day I can go to Niagara on the Lake but it only stated that pick up from hotel is available.
I found their website (Magnificent Niagara Falls Tours), but it didn't say anything other than what's in the Tripadvisor webpage. So, I emailed them via their "Contact Us" link. No reply.
I finally decided to book the tour anyway, and saw that the list of hotels for pick up and drop off are all in Niagara Falls. So, I went back to their webpage and emailed them via the same link. This time, I received an email reply indicating that the company is not licensed to pick up or drop off in Toronto. Fortunately, I could cancel with full refund as it was via Tripadvisor.
Seriously, it would save people a lot of trouble if the fact, that this company ONLY picks up and drops off for Niagara Falls hotels, is clearly stated on the information on Tripadvisor.
And to the tour operator, put that information on your website as well. And respond when people email you via your "Contact Us" link, regardless of whether people have or have not purchased tours. Why have the link if you aren't going to respond to queries?
I have used such links before on other tour websites, and have had responses to my inquiries regardless of the fact that I haven't purchased a tour yet.
Really good service starts even before a tour is purchased.