Firstly, I tried to ring these people to ask for directions and get some advice for booking - no one answers the phone - voicemail only. I understand that this is a voluntary organization, so I can accept that. I then booked online - just as I clicked "book", I realised I made a mistake, and right away - literally, within seconds - emailed to beg them to change it to the next day, which is what I had meant to do in the first place. (I accidentally booked for that day so there was absolutely no way of us getting there on time). Again, I understand that they need to have rules in place - eg if you are just late for a booked tour, fair enough, you shouldn't be able to change your tour booking. But LITERALLY, I emailed within seconds AND tried to ring to explain.
That night, I got a curt email letting me know that they don't change bookings or do refunds. I do know that it was my mistake, however I feel it is pretty unfair under the circumstances. This was something I have looked at online in Australia, and I have lots of friends who are travelling here next year and were thinking of coming here - I will definitely be telling them not to bother. These people clearly don't have any interest in visitors coming to their museum. They happily took the $60+ and we got nothing. Pretty shabby for a "non profit organization". Not happy!
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