This is the email I sent this company along with receipt details and they have not even replied .
I am writing to you after having a very bad experience with this tour company. I am from london but had guests for the weekend and this whole experience with goldentours spoilt there trip and upset and embarrassed me greatly !
I booked on the 21.0614 for 4 adults and I want a refund ! I have spoken to guiseppa (supervisor) over the phone twice the first time was the evening of 21.06.14 after buying our tickets first thing that morning and the agent not mentioning any diversions or protests that day and after being specifically asked how regular the buses were telling us there between every 10 to 15 minutes we picked up our first bus and was told we had to leave the bus as there had been an incident and they needed the bus elsewhere this ws just before the Houses of Parliament we decided to have a look around before getting back on it seemed at least on this day it wasn't so easy to hop on as off . we could not board a golden tours bus as there weren't any we couldn't find any reps for this company although we see lots of big bus tour buses and reps we ended up walking to Victoria this is not what we paid over £100 pounds for and I'm extremely disappointed and feel I wouldn't advise anyone to go with goldentours in the future when we boarded at Victoria after five minutes we sat in traffic again and decided to get back off and try again after lunch we never got back on a goldentours bus ! We tried a few times once we were told bus was at Baker Street we were at Trafalgar Square so decided to try again after dinner and enjoy a proper tour to finish our day to which point we called guiseppa as still no buses to be seen to which we were told the buses end at 19.00 it was not much later than this and at no point had anyone told us this . Guissepa told us they were not aware how big the protest that day was going to be and that if we go to one of the offices tomorrow they would re issue tickets the next day we went back to tower were we purchased tickets to explain that we want a refund as guests are leaving today so no point in re issuing tickets for today . We were told we would have to go to Victoria for ticket re issue by massimo another supervisor so we again spoke to Guissepa who explained that for refund we would need to email customer service . This is stressful as it was a lot of money and has spoilt what should have a wonderful weekend and i have had to find time to write this email that has made it even more stressful rather than just being refunded .
Now I will be sure to wright as many reviews as I can and spread the word about this company and it's lack of service .Goldentours just take responsibilty and just stop with the same response to every complaint regarding hop on hop off ( that you will investigate ) do something about it everyone isn't lying the service is terrible do something about it !
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