Complaints

• Initial Complaint

  07/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased two shore excursions back in June (Order #1175458 and #1174532), along with the insurance policy for both excursions. Right before the trip my husband had a medical issue and was unable to walk, so we canceled the excursions. I submitted a signed letter from a physician, as required by the insurance policy. Shore Excursions Group would only reimburse the amount we spent for my husband - they wouldn't refund anyone else. Who would go on an excursion and leave their husband when he was unable to walk? I'd like the full amount spent returned. Why purchase the insurance policy if it doesn't cover emergencies like this?

  

  Business response

  08/01/2022

  Good Evening,
  
  We sincerely apologize for any and all inconveniences you have experienced. Based on the order numbers provided, we were able to have our management team review.
  We are very sorry that you were unable to participate in your excursions and apologize for the delayed response. Per our Excursion Protection Policy purchased, “ If the excursion was canceled due to injury or illness, the Customer must provide documentation from a licensed physician explaining the extent of the illness or injury. Refunds for illness or injury are provided only to the customer who was ill or injured.” 

  Per this agreement, a refund has been issued on each order for 1 guest as of 7/11/2022.
  At this time, we are willing to refund 1 additional guest on each order to supplement for relative support of the ill guest.

• Initial Complaint

  07/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Shore Excursion order #******* During our Beyond cruise in Mediterranean Sea on 5/11 ~5/26, due to the weather conditions so Beyond Captain made an executive decision to switch ****** and Mykonos. We (10 of us) have tried so many ways to contact Shore Excursions. In general, there is NO customer service whatsoever once you are on the cruise, basically NO one ever gets back to us, not even an email. It is a very difficult contact. Finally via friends contacting Shore Excursion in the US, we were told NOT to worry, everything will be taking care.When we arrived at Mykonos, our tour guide supposed to meet us at 8 am, no one showed up, there are probably more than 20+ of tourists like us waiting, we waited until close to 9 am, one lady showed up saying that due to the cruise line schedule changed, they can not find that many tour guides so our tour has been cancelled, however, they are offering a FREE walking tour of the Mykonos downtown, FREE of charge, and we will receive a full refund, our group discussed and decided we are tagging along, the lady is not the tour guide so she told us to hurry up to catch the group......, none of us took video of what she told us but all of our group have heard that the walking tour will be free of charge and we will get the full refund of the Mykonos tour which is $140 per person.We called Shore Excursion when we came back around the end of May and told them the story, they said they will investigate and will issue the refund. At last they said they contacted the counterpart at Mykonos, and the tour company said that since we took the walking tour they were only going to refund us $41 per person instead of the full amount.This is totally ridiculous and not acceptable. We demand full refund immediately.

  

  Business response

  08/04/2022

  Hello, 

  We apologize for any inconveniences this may have caused and have since resoled this issue with the customer directly. A refund of the balance has been issued as of August 2nd, 2022 in the amount of $990.00 USD to the VISA*2150. 

  Please consider this case closed. 

• Initial Complaint

  06/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  excursion dates 5/29/2022 and 5/25/2022 Booked two tours 1143783-1773433 and 1143783-1773436. The first tour was canceled and tour guide told us to get our refund, now they are saying they provided a tour to some customers, which is a total lie of what they told us. Tour was canceled and only second tour was available which was already fully booked. 2nd tour ship got in at ****, we disembarked when we were told to, went directly to taxis (which we were told to go) no taxis available, port person told us that they only have so many taxis allowed in port and recommended we take bus since no taxis were there. We took the bus an additional ***** per couple and did not make the tour in time. We called the tour they said they would only wait 5 minutes, We did everything we were told to do and still missed it. Shore excursions is telling us they will not refund our money.

  

  Business response

  06/23/2022

  Good Evening,
   
  We sincerely apologize for any and all inconvenience you have experienced. Based on the email address provided, we have been able to locate your order (#*******).

  We are very sorry that you were unable to participate in your excursions and apologize for the delayed response. Per your request, the "Best of Sitka" and ************************ Tour" excursions has been refunded in the amount of $808.00 and this should reflect on the Discover ending in ********* within the next 3-5 business days.

  Customer response

  06/23/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************

• Initial Complaint

  05/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have reached out to company on 3 different dates and they will not get back to me. Arrived at our excursion and was advised that they changed the time and we would not make it back to the ship in time. Requesting a full refund.

  

  Business response

  05/25/2022

  Good Evening,

   

  We sincerely apologize for any and all inconvenience you have experienced. Based on the email address provided, we have been able to locate your order (#*******) but were unable to determine which excursion you were not able to participate in. Can you please indicate the name of the excursion and/or the port of call so that we can verify exactly what took place and take the appropriate action?

   

  Thank you!

  Customer response

  05/26/2022

   
  Complaint: 17254227
  
  I am rejecting this response because:

  It was in Cozumel ****** for Salsa, Salsa and more.  Scheduled for May 17, 2022 for two people. 
  
  Sincerely,
  
  *********************

  

  Business response

  06/01/2022

  We are very sorry that you were unable to participate in your excursion and apologize for the delay. Per your request, the "Salsa, Salsa and More Salsa" excursion has been refunded in the amount of $198.00 and this should reflect on the **** ending in ********* within the next 3-5 business days.

• Initial Complaint

  05/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The nightmare of any tourist!!The tour was booked on Shore Excursions Web site for a certain date (Apr. 4, 2022) according to the selection options of the company on their Web site. The company charged us for the payment and should have sent us the voucher within 3 days as they published it on their Web site. We have NOT received the voucher within 3 days and the company ignored our repeated messages. We received it after 2 weeks. The company sent us a voucher for a later date and NOT for the date we made the reservation.We came to the meeting point and no one came to pick us up for the tour. We called the local representative, Mr. ******* who told us that there will be no tour and the tour will be on another date (Apr. 6, 2022). We asked him to cancel our reservation and he said that he will do so. In addition, we sent the company an e-mail to cancel our reservation and fully refund us. The company ignored our phone call and e-mail and does NOT want to refund us. We should receive our payment and the license of this company should be permanently declined.

  

  Business response

  06/07/2022

  Good Morning. We sincerely apologize for the events that took place regarding your excursion. Please note that due an unprecedented return to sailing, our overall volume has increased substantially and caused a delay in our responses. A full refund in the amount of $106.00 has been issued for your order and should reflect back to your **** carding ending in ********* within the next 3-5 business days. We also extend a 15% discount off of a future excursion due to the inconvenience suffered. We appreciate your patience and once again apologize and greatly appreciate your patience through this process.

• Initial Complaint

  05/12/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was sailing on the Carnival Dream out of ********* ** 4/3/22 - 4/9/22. On Thursday 4/7/22 we pulled into Cozumel at the **************** at same time as another ship at 9am (Ship ************** time was the same this day) The coast guard gave clearance for the other ship to dock first. By the time we were able to pull in and were allowed to start deboarding it was almost 10am. We literally ran to our meeting spot (the **** store) as quickly as we could. When we got there I looked at my watch and it said 10:07am, We were suppose to be there by 9:50am. Locals there stated they left without us. I tried calling the phone numbers I had for the company and could not get ahold of anyone. I also enlisted the help of using a locals phone (since mine is ** based) and we had no luck with their phone either. We waited there about an hour to see if anyone might come back to check for us but they did not. On 4/11 I called to ask for a refund of the excursion and was told it would take 3-5 business days for review. On 4/15 I called & was told it was still under review. On 4/20 I called and was told that they researched it and were told the boat arrived on time and it was my fault I didn't make it to the meeting point on time and no refund would be issued. On 4/21 I called back because the website states if you are not satisfied they will give you a refund. I was told that is only if you go on the excursion and you don't enjoy the excursion (it does not state this on website) At this point I asked if I could speak with a supervisor and was told no one was available, they would have to take my information and have a supervisor call me back. I was told they are short staffed and it could take some time to hear back. It is now 5/12/22 and no one has been in contact with me. I purchased a package deal for 2 excursion, the first one worked out perfectly and was amazing. I paid $313.00 total for the 2 excursions and am asking for a refund of $156.50.

  

  Business response

  06/23/2022

  Good Evening,
   
  We sincerely apologize for any and all inconvenience you have experienced. Based on the email address provided, we have been able to locate your order (#*******).

  We are very sorry that you were unable to participate in your excursion and apologize for the delayed response. Per your request, the "Buggy or Jeep Cozumel Adventure" excursion has been refunded in the amount of $169.74 USD and this should reflect on the **** ending in ********* within the next 3-5 business days.
  

  Customer response

  06/27/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  05/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  **************** has been completely non-existent to cancel the tour well before the cancellation deadline. After sitting on hold when calling, there was the option to leave a voicemail which I did. Several days later, after 15 minutes on hold, I was forced into voicemail. I sent cancellation emails after both phone calls and also submitted a web form. All with absolutely zero response. Cancelling Order # ******* before the cancellation deadline, for a full refund.

  

  Business response

  05/25/2022

  Good Evening,

   

  Our sincerest apologies for the inconvenience you have experienced. Due to extremely high call volume and even higher demand for shore excursions worldwide, we have taken longer than usual to reply to our clients. Our records indicate that your request has since been completed and your refund was processed on 5/10/22. We greatly appreciate your patience and feel free to reach out to us with any other questions or concern you may have.

   

  Kindest Regards,

• Initial Complaint

  05/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked an excursion and the order number is in the screen shot provided. Ive called multiple times along with emailing about getting a price match etc as they state but to avail no reasonse I want to go ahead and cancel the excursion and get a full refund as I am within the cancellation period. So the desired settlement here is to get a full refund. Thank you

  

  Business response

  05/25/2022

  Good Evening,
  
  
  Our sincerest apologies for the inconvenience you have experienced. Due to extremely high call volume and even higher demand for shore excursions worldwide, we have taken longer than usual to reply to our clients. Per your request, we have cancelled your order and processed a refund in the amount of $155.61 (as a previous refund of $136.89 was done on 5/10/22). Please allow 3-5 business days for this to reflect in your credit card account.

   

  Kind Regards,

• Initial Complaint

  05/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a shore excursion through the Shore Excursions Group for a specific time that aligned with the group I will be traveling with (1:30 pm). Almost immediately after booking, I was notified via email by the Shore Excursions Group that my itinerary had been changed to (4pm). This is a significantly different time than I was planning and this new time conflicts with the group I am traveling with. My confirmation email indicates that if I had questions or concerns to contact them within 24 hours of booking. I have called, emailed, and messaged on multiple occasions with no response from the Shore Excursions Group. I would like someone to call me back to discuss why the time changed and if there is an option to keep the original booking time.

  

  Business response

  05/25/2022

  Good Evening,

   

  We apologize for any and all inconvenience you may have experienced. Based on the email address provided, our records indicate that you have since been in contact with one of our excursion experts who was able to assist with your inquiry. We do apologize that your requested time was not available but please note that due to the smaller sizes of our excursions and the high demand for excursions worldwide, particularly in ******, we do our best to accomodate all guests to where they are able to take the excursion (even if at a different time than originally requested). We are sorry that it conflicted with others you planned on going with during your trip but feel free to reach out to us with any other questions or concerns and we will be obliged to assist.

   

  Kindest Regards,

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩