[Singapore] Changed Tour Night Before but Good Customer Service
Update: The company sent a gift as a token of apology and offered two complimentary places on the original tour we were interested in, during the next tour run. The tour guide on this Alexandra Black and White Houses tour was informative and engaging. 22/07/21: The company refunded me the difference in value between the tour I purchased and the tour we went on within two days, while engaging me on how to improve my family's experience. * This company did not deliver on the tour I purchased on Klook. The listing said "Instant confirmation" but no confirmation was given for a month, until the tour was cancelled 12 hours before. There is NO CANCELLATION OR REFUND for purchases on third-party sites. After lengthy negotiations the day before the tour (Alexandra Black and White Houses), we finally went on a different tour from what we wanted. The tour itself (Kampong Lorong Buangkok) was average-- meeting the homeowner was interesting but the tour was not very informative. All exchanges below were conducted with perfect politeness, but unfortunately that does not make up for the lack of professionalism, organisation and communication overall. I booked this tour a month in advance, partially using the Singapore Rediscover Vouchers. I was told that a 5th guest was needed before the tour could be confirmed, and that the company would check on the availability of the guide and homeowner, which is fine. One week in advance, no news heard. Upon my asking, I was updated that there was a guide and a potential 5th guest, but the 5th guest and homeowner had yet to confirm. Two days before the tour, no confirmation, no reply to my query. The day before the tour, I had to enquire again. The company still was not able to confirm whether the tour was going. At this late hour I was quite desperate for any solution, as we could not reschedule, and the company "typically could not process refunds". There was a long and frustrating exchange and lots of uncertainty. I could not finalise any plans. Finally 12 hours before the tour, it was confirmed that the tour would NOT happen after all, and my family and I would go for another tour. This was very disappointing as my family had been to the alternate place multiple times already. While the tour value was much lower, the company refunded me the difference within two days.