I filed a complaint about my recent tour experience with this company. My friend and I showed up at the meeting point for our tour at 6:45 p.m. The directions said to meet at the surface vestibule of the Malostranka metro station near the statues. We did get to the station, but only trams are visible from the street; it was not clear that underground/metro trains were also serviced at this station, as this cannot be seen directly from the street. The instructions also said to wait near statues. There are several statues in that area, and therefore we waited in front of the "vestibule" that was right between two statues. We looked around and around for anyone who looked like a guide or for more people carrying camera gear that might be with our group. We walked up and down the area for 30 minutes and never saw anyone that looked like a guide or a group of people for a photo tour. At 7:15, I emailed the support address listed on my voucher to explain what happened, guessing that our tour was cancelled, but maybe we didn't get notified. At 7:20, I received a call from the guide saying, "Where are you? I've been waiting around for 20 minutes for you." His demeanor was rude from the first interaction. I explained to him that we'd been searching for him for 30 minutes, too. We finally figured out that he was waiting across the street inside a building by an escalator. None of those identifying location marks were mentioned in the directions we were given. There was no mention of having to be inside anywhere or being near an escalator; if that had been listed, it would've been very helpful!
The guide proceeded to speak to us in a very condescending manner, pointing out, "See, this is a statue, this is the escalator down to the trains, this is a vestibule." He did not need to treat us in that manner. There were 3 "vestibules" outside and multiple statues in the area, which might make it difficult for tourists to figure out the right location. I said, "All of those things are also outside. These directions are not clear." He asked if we had tripods, and I said, "No. I received an email several weeks ago asking me if we were bringing tripods, and I sent a response saying that we would not be bringing them." The guide responded, "Oh, I wasn't told then. I was only told about tomorrow night." There definitely seems that there is a gap in communication between the company, customers, and guides. Our guide then proceeded to tell us that the tour is 2.5-3 miles of walking, and the first part is straight uphill. I said, "I can't do that. I have a back condition; the tour info stated it was only a little walking. Nothing was mentioned about a long distance or going straight uphill." 2.5-3 miles is far more than "a little walking"; the tour description is misleading. The guide then told us that for 48 CZK we could take the train up the hill instead. I think it is unprofessional to expect us to pay extra to take a train when the description was not clear about the route in the first place. I never would've booked a tour like that had I known the distance or the grade. I also highly doubt that going straight uphill is "wheelchair accessible", as mentioned in the description below.
We did buy the tram tickets thinking that it might still be okay, but my friend then decided that it was not worth the hassle at that point, given the interaction up to that point. I told the guide that we had changed our minds, that because the experience so far had been so negative, we did not wish to continue with him. He then again told us where the meeting point was and how we could've found out; we had already heard this from him - he did not need to repeat it to us and be rude. The one good thing I can say is that the guide did give us the correct tram number to take back to our hotel. However, as we were walking away to catch the tram, he said to our backs as we were walking away, "You know there are no refunds, right?" I informed him that I would deal directly with the company about filing a complaint. We never even took one photo!
I do feel that in this case, I should've receive a refund, given the poor/unclear directions for the meeting point, the inaccurate information listed about the tour, and the way the guide treated us upon meeting him. However, a refund has been denied.
This company should ensure better meeting instructions for customers, truthful tour descriptions, and professional interactions from the staff so that no one else has to go through this kind of experience when they book a tour.