ComplaintsforOld Town Trolley

• Initial Complaint

  01/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  see Attached document

  Business response

  01/24/2023

  Our guest, *** *********, purchased a ******* ticket that allowed two (2) days of ******* access. His purchase, as provided was on December 29^th,2023.  He requested a refund on 12/29/2022 by following a link provided on our website ***************** 

  *************************************************

  Prior to following a link to our online refund request form, the following information was provided:

  We are committed to offering our guests the best vacation “experience” in the industry. Our belief in the quality of our products is so strong we offer a 100% Satisfaction Guarantee. If you are dissatisfied with any of our tours or attractions, please contact us and we will refund your money. Terms and conditions apply and are listed below.

  Guest Relations: **************

  Date and time specific tickets are non-refundable
  Due to limited seating availability, date and time specific tickets are non-refundable if not used on the reservation date (no show). You may reschedule up to 24 hours in advance of tour time by calling the location tour and attraction operation directly or if you purchased directly from our Website you may use we offer a “Modify Booking Tool” located at ***********.***********************.

  Unused Flex tickets are non-refundable
  Unused Flex Tickets (tickets without specific date/time) are non-refundable are non-transferable; they remain valid for twelve (12) months from the date of purchase.

  Promotional tickets (free, add-on, or VIP tickets)
  Promotional tickets may be used any time within the following twelve (12) months following the date of purchase. FREE or promotional “ADD-ONs” have no monetary value and are not refundable.

  Discounted packages
  If you purchased a discounted tour or attraction package containing two or more products and were dissatisfied with one of the products, we will refund that portion of the package at the discounted attraction rate under our 100% Satisfaction Guarantee.

  REFUNDS FOR TICKETS PURCHASED THROUGH OUR WEBSITE:

  You may request a refund by ******** ****.

  REFUNDS FOR TICKETS PURCHASED AT A LOCAL TICKET BOOTH (EXAMPLE BELOW):

  You may request a refund by ******** ****.

   

  REFUNDS FOR TICKETS PURCHASED THROUGH TRUSTED TOURS & ATTRACTIONS WEBSITE, OVER THE PHONE OR AT A LOCAL HOTEL (EXAMPLE BELOW):

  You may request a refund by ******** ****.

   

  Proof of Purchase (showing the purchase date and price) is required for refund processing. Credit for all returns will be in the same manner as original payment

  Based upon the aforementioned published policy, I responded to our guest, *** *********, on January 5^th, 2023, with the following email.

  Greetings ****** *********,

   

  Thank you for choosing Historic Tours of America and Old Town ******* of St. Augustine.

   

  Order number- ********

   

  The dollar value of your unused purchase is 56.14

   

  Since all unused tickets are nonrefundable, we are allowing you to rebook your tour within the next 12 months from the purchase date or you may apply the unused dollar amount spent to any of the following tours or attractions we own or operate. 

   

  BOSTON: Old Town ******* Tours, Boston Tea Party Ships and Museum, Ghosts & Gravestones.

   

  KEY WEST: Old Town ******* Tours, Conch Tour Train, KW Shipwreck Treasures Museum, Harry S. Truman Little White House, Key West Aquarium, Ghosts & Gravestones.

   

  NASHVILLE: Old Town ******* Tours, Nashville Night Tour.

   

  SAN DIEGO: Old Town ******* Tours, San Diego SEALS Tours, City Night Lights Tour, La Jolla and San Diego Beach Tour, Ghosts & Gravestones.

   

  SAVANNAH: Old Town ******* Tours, American Prohibition Museum, Ghosts & Gravestones.

   

  ST AUGUSTINE: Old Town ******* Tours, St Augustine History Museum, Old Jail, Oldest Store Museum, Potter's Wax Museum, Ghosts & Gravestones.

   

  WASHINGTON DC: Old Town ******* Tours, Monuments by Moonlight, Arlington National Cemetery.

   

  Fare differences may apply.  You will not be charged a rebooking fee; you will only pay the price difference if a more expensive date/time is selected. Refunds are not applicable if change in ticket price is less than original fare due to promotions or date/time of reservation.

   

  Please call the number below to rebook your tour.

   

  With Hospitality,

  Guest Relations Team

  ************

  Customer response

  01/24/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  Regards,

  ****** *********

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