Last Minute Tour Change & Then Ignore you
My experience with The Tour Guy has been one of the worst examples of customer service I've encountered. I booked my family's Colosseum tour months in advance and paid in full. We deliberately chose an early morning tour, allowing us to build the rest of our day in Rome around it. Just days before the tour, The Tour Guy unilaterally moved our fully paid tour by almost six hours, changing it from an early morning experience to a 3:00pm departure, as well as changing the meeting point. That completely disrupted the itinerary we had carefully planned months in advance. I immediately contacted the company by email and telephone to discuss the change. Since then I have sent multiple emails, made repeated phone calls and simply asked for someone to acknowledge my correspondence. Nothing. It has now been more than 24 hours since my first contact, despite multiple follow-up emails and calls, and I have still not received a single response or even the courtesy of an acknowledgement. Mistakes happen. Tours sometimes need to change. What is unacceptable is taking payment, making a significant last-minute change to a customer's booking, and then completely ignoring every attempt to make contact. When customers are travelling internationally and have planned their holiday around a prepaid excursion, this level of customer service is simply unacceptable. At this point I have lost confidence in The Tour Guy. If this is how they treat customers before a tour has even begun, it raises serious concerns about the support available should anything go wrong on the day. If the company eventually responds and resolves this professionally, I will happily update this review. Until then, based on my experience, I cannot recommend booking with The Tour Guy.