Customer Service Concerns
It took me several days to choose your twilight walking tour for a first-time trip to Rome. As you know, there are many such tours available, but yours seemed to suit me best. I made the reservation weeks before leaving for Rome. A twilight tour! I was truly excited. As I was leaving for the airport to fly to Rome I received a text that my tour was canceled because only I had signed up for the tour. This left me no lead time to reschedule something else. I had none of my travel planning notes with me so I never got to see Rome at night. . .one of the most important items on my travel list. Your website indicated a timely full refund but I thought I would try to schedule another tour by text. At first, the woman I contacted seemed very engaging and helpful. I said I would meet anywhere and at any time near the time slot I had selected. She said she would get back to me. Then I heard nothing. And nothing for the 3 weeks in Italy plus a month after I returned regarding my refund. I eventually texted and emailed and would get my refund after unnecessary worry and work. It would take even more time to get my currency exchange refund. I got the sense that I would never have received my refund - that was due to your cancellation, not mine - if I hadn't initiated contact with you and I am worried that this may happen to other travelers signing up for your tours who then lose their tour money. This episode was surprisingly stressful. I almost called the site your company is listed on to tell them what happened to me, but decided not to. I hope this is not your standard procedure. For your good name, it is up to you to take the initiative to make things right when plans are disrupted, by either party. I’m afraid this episode has taught me to not so naively sign up for future walking and other tours in general.