Hello Loren, Our company read your review with dismay and immediately investigated the issue with the Guide concerned.
From our findings, your message reeks of total misunderstanding of a situation beyond the control of the guide or that of the company. Let's review each item of your complaints.
1. Your quote: "This tour was described as offering summit access as an "upgrade" based on availability". May we ask you to read that again please? We as a company owe it a duty to make fair representations of all our tours and this tour description clearly stated that summit is based on availability. According to the guide, the same information was brought to your attention at the start of the tour. It is therefore quite unbecoming of someone of your status to label a comapany with unprintable names due to the decision of the Eiffel Tower management to close the summit for safety reasons during your tour.
2. As regards your complaint "the guide was intentionally delaying": The Guide made it known to us that your family arrived last, and the whole group had to wait for you. We do believe that having been extended the courtesy of being waited for even when you arrived last, you lost the moral ground to complain about delays at the meeting point. If your suggestion however is that the tour guide delayed after the tour had started, You're welcome to explain further what exactly the tour guide did that you consider to have been a waste of your time.
3. On your claim that you spoke to an Eiffel Tower Staff who told you summit tickets sell out around 9pm: may we remind you that your tour time had two groups, the other group which left AFTER YOURS got summit tickets, unfortunately your group left earlier but happened to meet summit closure which typically with the Eiffel tower is contigent on good weather, safety, security and number of persons at the summit per time. We therefore can safely assume concerning this point of yours that it's either your conversation with an Eiffel Tower staff is cooked up to make your "story" more believable to a gullible public, or you are choosing a different coloration to what you heard .
4. Our final point speaks to your character as an individual. Our check with the company's accounts section CONFIRMED THAT YOU HAVE BEEN REFUNDED for the summit part of the trip, but you still went ahead to mis-represent those facts. While we understand how dissapointing it may be for clients who come from very far to experience such decisions of the Eiffel tower management, we as a company do the best by ensuring you not only get a refund, but also discounts when you we identify your tour as one in this category. We also wonder why you believe that writing a denigrating review is the best way to address your complaints when you not only have the comapany's email, you have the customer care line that was used to contact you in order to ensure you do not miss the tour. We believe that your course of action is not for the purposes of addressing a grievance, but an attempt to 'kill' a company. Perhaps you were sent from a competitor looking for how to bring their competition down? Thankfully you were not the only ones on the tour. If the scenario was as bad as you have tried to make it seem, then yours shouldn't be ONLY bad review about this company.
To the reader out there, If in doubt, if you have questions, if you need to make clarifications, please do not hesitate to call/emailus. we are at your beck and call, we are here to serve you and make your stay in Paris a lovely one.