We took the overnight tour.
A bit of background information before I start... As we were staying overnight, I wanted to find out whether we were subject to limitations in terms of luggage. There was nothing stated on the letter of confirmation back in February so I emailed the company and they told us that they didn't have any limits on luggage.
So, on July 16, a polite lady driver came to pick us up from the Aria with our two (average sized) suitcases. We thought that that was the tour bus, but in fact they take everybody to a room in the underground garage of Planet Hollywood where you have to queue up to be allocated to a specific bus/driver. When we got off the bus, an unpleasant man in a black shirt pointed to our suitcases and said "you can't take those". That marked the start of a heated discussion with me insisting that we'd been told we could and him implying, without actually saying so, that we were lying. Anyway, he then stalked off and we joined the end of the queue, angry and worried. A few minutes later, he came back and told us that we could take our luggage. However, we were made to feel that we were being a nuisance and that they were having to make special allowances for us. By this time, we were virtually the last people on the bus, which was almost full, so there was no room for the three of us to sit together. Fortunately, we had a great driver, Brendan, who asked people on their own if they wouldn't mind moving so that we, and the couple behind us, could sit with their travelling companions.
We very much enjoyed our tour with Brendan so my overall assessment would be positive, but I have three important suggestions to make to Grand Canyon Tour Company:
- allocate people to buses in advance so that they do not have to waste time queueing and allocate seats too
- make sure that all your employees provide accurate advice on any luggage limitations
- send the guy in a black shirt on a customer relations course.
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