Dear Prof113456, We are sorry to hear that you were unhappy with the extra costs of your experience. The reason the cost was higher, was because of the time you added to your hourly service. Hourly services are by the hour, so when you add more time, it incurs an additional cost. When you booked your experience with us, you booked during a promotional period, where you received a 20% discount off of your service. In turn, because you received this discount, the discount was ALSO applied to the added time in the vehicle, which was a result of the itinerary you planned for yourself. When we spoke after your receipt was provided, I advised you that had we planned your itinerary with a contracted set time, we would have done so within the set time. We do not create itineraries for our guests that would force extra time, unless our client accepts the additional costs for a longer experience. We cannot be held responsible for the itinerary you created, nor for the added costs that were incurred. Once you let us know your end time would be at least 2 hours longer than originally booked, we updated the routing in your reservation, and then sent the updated confirmation over to you 10 days prior to your actual tour date. Had any of the information on your updated confirmation been unacceptable to you, you were welcome to reduce your time and make an adjustment to your itinerary so that you could keep the cost the same. You asked for a refund of the added time, which we were not willing to provide because you are liable for the amount of time spent in our care, which was based on the itinerary that you created. By providing us your plan, and telling us that it would require more time, you extended your day with us. I'm very sorry to learn that you expected that to be complimentary, and because it wasn't, we were awarded with a 1 star review, after you confirmed that the driver and vehicle were excellent.

Dear V9185AVphillips, We sincerely apologize for this unfortunate circumstance. We completely dropped the ball, and we have implemented even further protocols so this cannot happen again. While we do strive to be the best, we failed this time. We did reimburse your costs towards your alternative service used and we offered to provide another complimentary service for your return, though we understood your reasoning for not taking us up on that offer.