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ACSM-Tours

Anguerny, France
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About ACSM-Tours
ACSM Tours is an incoming French travel agency based in Normandy and Paris offering a wide range of tailored-made solutions in leisure activities and transports dedicated to private and business customers. Tours offered : D-day tours, Mount-St-Michel, Loire Valley Castles, Giverny, Versailles Castle. . We also offer transport in collective or private shuttles. Departure from Normandy or Paris.
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Hours Today: 8:00 AM - 7:00 PM
17Reviews0Q&A
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+1
We booked our tour well in advance and from the booking guide ACSM Tour Sarah paid us a lot of attention by giving tips on places in Europe. We did the D-Day Tour. We found the Sarah Guide at the Caen train station in the morning and returned in the afternoon, she left us again
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After a pile of research and emails that were well answered (always a good sign) and the reviews here, I organized a tour with this company. Emails were fine and they asked us to select our museum of choice (which we did) and confirmed we would have all the flexibility as per a
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Response from ACSM T, Directeur général at ACSM-Tours
Responded Jun 26, 2017
Dear Madam, You are trying to block our anwser to Tridpadvisor which is not fare. what do you expect in spoiling everyday our job ? You threatened us to delete, to retract our answer if we won't refund you otherwise you will spoil our reputation. You name is not mentionned. we respected rules . You want to be refund of your money and you are the one you are responsable part of the bad shore excursion. We are guilty for what happened. you could right us immediatly because you had one week to complain. Instead of that it took 2 months to write and complain about your shore excursion. We told you you could ask to all participants to write us for a refund. nobody did it. we had 2 bad rating from tourpro and from you without any discussion. and now you want we refund you after all the bad things you told about us. clearly you won't get any refunds. we already apologize for what happened. i think you have plenty of time to look after some problems, we don't. we have been operating since 2015. we refund without discussion people when there were some strikes or when ships coudn't land at any norman port. we will write to the participants that didn't complain at all to refund them. but for your sure you and tour pro won't get any refund. at first you write to Tripadvisor with bad rating that will damage our reputation for ever, and we konw you will do it our cruise critics, so don't expect any more anything and empathy from us. AGAIN YOU WILL FIND HEREAFTER ALL THE ARGUMENTS MADE TO YOU AND TOUR PRO. FOR SURE I AM CONFUSED TOUR PRO AND YOU. THIS IS THE ONLY MISTAKE THAT I MADE IN MY ANSWER. THE REST OF WHAT I WROTE TO TOUR PRO AND TO YOU ABOUT THE ORGANIZATION IN GENERAL IS TRUE. you will find hereafter the answer made to one member of your party or of the other party. again we don't try to escape from our responsabilities. you took 2 months to put a bad rating. and you forget to say that you are the person who told us to accept the second group with the lady with very limited capacity for walking. you never mention that side of the story. we didn't want to take that couple because they asked us to park a Walker and we knew it will be a problem for Rouen and Honfleur because the pavement doesn't suit at all for Walker. you said that you already made cruises in the past with them and it would be fine. again, our guide and driver were not late. and how you can judge our guide, she only stayed with that couple. she didn't manage well the organization for sure, she recognized it but she had to face a few problems at the same time : to deal with the french driver, to give instructions to the 2 local guides, to take care of this couple with restricted mobility, to park the minivans in 2 overcrowded cities at the time of the year, to find appropriate restrooms very urgently for that lady in the middle of the Streets with no café around ??? she is not proud of her job. that day she was not a guide but a nanny. you speak about any room for discussion. what can of discussion can she have with you that day ? are you blind to see the situation ? this lady with limited capacity stayed in the minibus for lunch time. she called our guide every 5 minutes because all of you including her husband had a quick lunch. do you think it is pleasant to be harrassed in that way ? in addition, we changed the order of the tour because we had to book at the last minute a guide in Honfleur and in ROuen and they were not available at the time it was planned in the program. at the beginning of the tour, our guide saw it would be a terrible day for all of you and for her and she told you that she wanted to split the group in 2 parts. you didn't say anything. you could refuse that deal when you were still at the port and she would have refund you immediatly without discussion. secondly you could have more free time. she told you that you were not obliged to follow the 2 local guides. anyway everything was already explained in my previous comment made to Tour pro. the other question is why did you write a bad comment 2 months after your shore excursion ? we answered you that you could tell to the other participants to write us for a refund including you. nobody did it. 2 months after that shore excursion you still complain by adding new arguments. you are trying to ruin our reputation. hopefully we also add a positive feed back from some other couples. they agreed that the tour was not excellent due to the sick guide, to the strikes in the Harbour and due to the problems of mobility of that lady, but it was not a disaster like you mentionned it. and they also had more empathy for that couple. they just gave us some useful advice in order not to repeat the same mistakes in the future. we took into consideration their recommandations and we thank them in advance. they didn't write any bad or nice comments in tripadvisor they just told us what was wrong with that shore excursion and didn't ask for a refund. but now in our booking form, it is clearly written that a Walker or a wheelchair is not possible for some shore excursions and that the guide can refuse to take the participant at the foot of the ship if he judges that it can be a problem for the rest of the group. and still from that positive couple, we learned from them that the couple with restricted capaicty were unfortunately not allowed to participate the next day to another shore excursion. as you pretend to have very strong skills to organize shore excursions, next time we advise you to asset better the capacity of the participants to get involved in a shore excursion. you will avoid to cause damage to the participants with problems of mobility and the shame to be ejected from a shore excursion at the foot of the ship, secondly to the other participants that they are slowed down in their tour and of course to the image of the company that runs the shore excursions by supporting severe rating in tripadvisor. hopefully most of our customers are happy and satisfied with the service provided. and i repeat again, our driver and guide didn't arrived late. we can't accept such lies. and if you had to come back earlier it is because that day you had strikes in the Harbour. just check in the local newspapers, you will find the proof of what i am saying as your husband speaks french. best regards. Sacha, managing director
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+1
We booked the private tour some 7 months before. Good service delivered by the Front Line desk (Enora). Sarah, our enthutiastic and outstanding guide, met us at Le Havre Cruise Terminal. We had a perfect day and the the weather was lovely. Sarah has a very good command of her
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+1
We had booked our tour months ago and we're met at the Caen train station at noon by our guide Sarah. She was just fantastic. Non rushed and very thorough regarding details. Sarah provided wonderful and very moving insight over our 5 1/2 hours with her on not only Juno Beach but
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Troubles started even before we booked our tour of Rouen and Honfleur (out of La Havre). Our leader booked a van for 6 people. ACSM said we needed at least 7 to secure their best price. So we paid for 7. Then ACSM added 2 more people to our van without any discussion. Another
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Response from ACSM T, Directeur général at ACSM-Tours
Responded May 22, 2017
Dear Customer, this is the second time that i take the time to answer you. Tripadvisor deleted my response. i won't take too much time to write another comment again. at first, you didn't pay for a private tour but for a group tour. secondly, there were some strikes in that Harbour and the chauffeur had to do some détours. correct one of our guide was sick and this happens everyday when you work with the humang being. and we don't think that we tried to cheat on you. we paid 2 local guides to replace our sick guide and to complete as much as possible our service. moreover you are the person who told us to take the couple whose lady was serioulsy handicapped and couldn't even walk 10 meters. that is why our guide took the right decision to gather the 2 groups under the direction of the 2 local guides and then she had to stay with the couple because they paid and they also wanted to have their own guide. when the couple asked if they could park a walker in the minivan during the booking process, we were not ready to accept them because we knew they would cause some troubles for the rest of the group. then you said that you already made a few cruises with them and there was no problems for accepting them. When our guide at the foot of the ship saw the lady, she realized that it was impossible for her to conduct a normal tour in such conditions and she couldn't punish the rest of the other people. regarding the Junk food, you are not in a foodie tour and restaurants are open from noon to 2 pm. the restaurants which are opened during the afternoon are basic and the food is bad. normally we had 45 minutes break for lunch. that day, the lady that couldn't walk properly stayed in the minibus and used to call every five minutes our guide to tell her to hurry up, her husband and the rest of the group. regarding free time, our guide told you that you were not obliged to follow the guide and that you could visit on your own the 2 cities. Everybody followed the guide until the place where the minivans were parked. of course, the guide could give a map and the place for the meeting if you demand it. for sure our tour didn't reflect a high quality of our normal service and we apologize that it was the worst tour in your 65 years life. you could tell us you weren't not happy and without any problems we could refund you. we are expecting to have 11 more bad ratings. the only 2 people certainly happy were this couple because they had a private guide and a private chauffeur that moved the minibus at every corner of the street. i can tell you that the rest of the people seemed to be more comprehensive with the situation despite they had nothing to do with that couple. kind regards, Managing Director Sacha M.
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