Dear Mrs. Davis,
“The whole world is short-staffed due to Covid-19. Please be kind to those that show up.”
With all due respect Mrs. Davis , this is one of the most dishonest reviews we have even read in 20 years! You got all your facts wrong, and you are so confused.
Allow me to clarify that for you:
First of all, no, we didn’t send you any email to get your feedback as we don’t have your contact information; that was your travel agent of Viator , and not us. You have not booked directly through us but through Viator/ trip advisor who never provide us with customers’ emails. We comply with their guidelines, and we respond promptly through their own platform as we don’t have your email - If they didn’t respond to you, we are not to blame! You didn’t book with us, we have no access to your messages and communication with them!
Did you read their website tour description and terms ? How could you even ask your driver to change your Alcatraz National Park departure time? Don’t you see the contradiction ? No one can change Alcatraz ferry departure as it was made by Alcatraz National Park Service in advance with a special departure time for everybody, particularly during this pandemic. I wish you could have read your “illogical” feedback before you posted it online. You knew exactly what to expect and you couldn’t find any Alcatraz tickets availability elsewhere, we had to work so hard to accommodate you and get you all Alcatraz tickets for the same departure time and at the same time. Users and readers may laugh at this, but Nobody has any control over the weather forecast ma'am! The Golden Gate Bridge is foggy 95% of the time , particularly in the summer, everybody knows that fact, but no customer or travelers has even blamed a tour company for the fog, fires, and weather forecasts like That. You obviously had a bad day, and you were upset before the tour started for private and personal reasons - we understand that but please don’t blame us for something we didn’t do!
Regardless of where we make stops along the way, when the bridge is foggy, there is nothing we can do about it! I wish we would have that magical power, but we are humans! With all due respect, this is nonsense!
Did you know that Viator/Trip Adviser charge us over 25% commission (almost $300.00) which makes this private tour almost unprofitable for us as a small business during these tough economic times? Their rates are posted on their own website and it’s not a secret; you could have declined their rates/booking instead of blaming us for their own website rates and terms to which you had agreed! It was their job to follow up with you which they did as shown on their platform. We are 100% responsive and transparent and we always follow up with our clients promptly. Again, you didn’t book through us ma'am, and we are not liable for the lack of communication you had with your own provider “Viator”. They only pay for the service we provide almost 2 months after it’s delivered!
Regarding your comment about snacks, this is totally misleading and nonsense. Your driver Jon did not drop you off late, this is totally inaccurate, we have our GPS record here to share it with you if you want. He complied 100% with the tour scheduled and terms, he even drove you by the area where Mrs. Doubtfire was filmed but he couldn’t point it out as he couldn’t interrupt your arguments with your family. Jon was very respectful, and patient with you as you seemed unhappy before you even started the tour. We respect family privacy, whatever is happening between you and your family or kids, that’s a private matter and has nothing to do with us. No, that's not accurate , you had over 50 minutes to buy something to eat before you got on the ferry. Right where Jon dropped you off, there are a couple of options where you could have bought something to eat including the “Queen's Louisiana Po-Boy Cafe and “Hillstone”. But you said you have a special diet and requested a later departure time to Alcatraz -not even the US park rangers can change the departure time, how do you expect the driver to do that ? Rather than spending your time writing a bad review before you even complete your tour (which shows how much time you had on your hands before the ferry departure ) you could have asked Alcatraz ferry staff about those options and why they don’t allow anyone to change the departure time instead of blaming us for that! We have complied 100% with the tour schedule and terms you have booked and agreed to. I understand that you have all special diets regarding food, but you knew this tour and schedule would be this way - you could have bought your own food or sandwiches prior to the tour. Most customers enjoy a good meal after the Alcatraz tour as it only lasts a couple of hours.
We don’t deserve this inaccurate and negative feedback, it’s really a shame and unfair to your tour guide!
“The whole world is short-staffed due to Covid-19. Please be kind to those that show up.”
Nick Customer service
Reservations & Operations Aug 15, 2021, 04:38 PM