Dear Sam,
Thank you for sharing your feedback regarding your recent tour experience with us. We sincerely apologize for any dissatisfaction you may have experienced during the trip. We understand that you had concerns about several aspects of the tour, and we appreciate the opportunity to address them.
Firstly, we would like to clarify that Moraine Lake is open seasonally, and as stated in our itinerary, if it is not open, we have an alternative attraction at Lake Minnewanka.
Since this is a bus tour and we have the additional pick-up points in Banff. We have reviewed the specific tour you joined and found that the extra time spent on picking up guests did not exceed 15 minutes.
Regarding the sightseeing time, we make every effort to provide a great travel experience by clearly stating the allocated time at each spot. We apologize if the allocated time was not sufficient for your needs. We appreciate your feedback in this regard and will take it into account for future improvements.
In regards to the Ski Lake Louise Resort buffet, we have records indicating that we communicated with you about the lunch arrangement through messages/email. We understand that you were informed that this lunch option was optional and at your own choice at Ski Lake Louise Resort. Unfortunately, the resort had to postpone its opening day to May 25, resulting in the cancellation of the buffet. We deeply regret any inconvenience caused by this unforeseen circumstance. We made alternative arrangements for lunch to ensure our guests were still able to get a meal despite the closure of the resort.
We genuinely appreciate you bringing these concerns to our attention. We hope that by addressing each issue, we have been able to rectify your concerns and provide a clearer understanding of the circumstances. Should you have any further questions or require additional assistance, please do not hesitate to reach out to us at customercare@westartravel.ca. We value your feedback and will use it to enhance our services for future travelers.
Best regards,
Westar Travel Customer Care team