Inconsistencies, poor customer service, and no accountability
I booked two shore excursions with Shore Excursions Group during my cruise. Unfortunately, my experience was extremely disappointing. On the first tour, our ship arrived in port late, and unlike the usual practice, there was no announcement advising passengers that disembarkation had begun. As a result, my aunt and I arrived at the meeting point approximately 5–6 minutes late. Unlike most tour operators, Shore Excursions Group does not provide the tour guide's name or contact information in advance. Consequently, we had no way to locate or contact the group. Their local office was also closed, leaving us completely stranded with no means of joining the tour. When we eventually reached their central office, we were simply told that the situation was not their responsibility. No effort was made to assist us, offer an alternative tour, provide a credit, or consider a refund. The company appeared to consider a tour departing after waiting only five minutes to be acceptable, despite the circumstances that caused our delay and the fact that they had provided no way for us to contact the guide. Ironically, our second Shore Excursions Group tour departed approximately 20 minutes late because the guide waited for other passengers. Everyone on that large tour was kept waiting, which would have been entirely reasonable had the same flexibility and courtesy been extended to us on the first tour. The inconsistency in how situations are handled is difficult to understand. What concerns me most is not simply that we missed the tour, but that Shore Excursions Group has no effective process for helping customers reconnect with a tour if something beyond their control causes a brief delay. Leaving customers with no contact information, no local assistance, and then accepting no responsibility for the outcome is, in my view, unacceptable. I cruise every year and have taken many shore excursions over the years with different companies. This is the first time I have encountered such poor customer service and such an inflexible approach to resolving a problem. Based on this experience, I would not book with Shore Excursions Group again, nor would I recommend them to others. I hope this review helps other travellers make an informed decision.