Before I begin this review please allow me to point out that this is the first bad review I have ever given. However I felt so sorely upset at the level of service my I received from this company I feel compelled to let other people know - particulary if you are planning a wedding.
We booked Tamborine Mountain Tours 10 months in advance (in October 2011) to secure the Tamborine trolley for our wedding day to provide our guests with transport to pick them up from their mountain accommodation and drop them at our venue.
As an accountant by profession I am usually very sharp with regards to making timely payments and thought that I had paid the deposit to secure my booking. Shortly after making the booking a close family member became seriously ill and all of our wedding plans were put on hold. At this stage I neglected to ask the company for any confirmation or receipt of payment of our deposit - this was very low on the priority list.
By February 2012 (our wedding being in September) I was back on track with wedding planning and proceeded to email Gloria, the office manager for a receipt for our booking payment. Over the next two to three months I had dozens of emails to Gloria, the vast majority of which were left unanswered, trying to figure out what happened to our deposit.
By June / July I was completely frustrated and got on the phone to a person who had only recently started with the business and wanted to know why no one was responding to my emails or letting me know what was going on. Money was not the issue - if the payment wasn't made this was fine ! I would have been happy to pay it again - but the complete lack of communication was astounding. I needed to know to either remake the payment or chase up my bank to see what had happened to the moneys etc. I finally managed to get on the phone to Gloria who told me that John had gone through their bank statements very thoroughly and couldn't find the deposit (why they couldn't have let me know this I don't understand). I said that was fine, they were honouring our booking and I confirmed with Gloria that we had the Tamborine Trolley booked. Yes. (I note that this is the second time I confirmed with the company that we booked and wanted the Tamborine Trolley for our wedding).
Three weeks before the wedding I provided the company via email a list of guests to be collected. I had spent weeks chasing our guests to confirm their accommodation - the company was given all information including guest names, the number of people to be collected at each location etc. (There were only 16 guests)
A week and a half before the wedding I had still not heard anything, so I got on the phone and spoke with John, who didn't realise that Gloria had not emailed me with the run sheet yet... hrm. So he provided me with the pickup times over the phone. He then told me he had arranged two shuttle buses for our wedding. When I questioned why we wern't having the Tamborine Trolley he didn't realise that we had booked this ? After a bit of confusion around having to change the run sheet, I decided it was just all a bit too hard and told John to just keep it the way it was - I wanted it to be easy, who really cares anyway, at least we got this far.
I contacted all of our guests, they were given clear instructions about where they were going to be picked up and at what time.
Our wedding day was amazing, everything was going well, our ceremony was at 3.30pm, and then one of the groomsmen came to see me at 2.30pm - I am fully dressed, a bundle of nerves, shaking, I'm getting married in an hour - and the shuttle bus has left 4 people behind !
In a panic I googled the company on my iphone and found a mobile number, I called Gloria. She told me that I needed to call the driver. I thought to myself are you kidding ? I'm about to get married ! I asked her to make the call. Her response was, excuse me but I'm not even on the mountain. Again, way too hard, so I said ok give me the number I will call the driver myself.
It got sorted out, the bus went back and picked our guests up, the arrived on time. The return shuttle was on time and made sure to account for everyone. And look, at the end of the day it all worked out fine, but I would like this review to act as a wakeup call.