Complaints

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• Initial Complaint

  Date:09/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Today, I arrived at the hotel on time and was instructed by the driver on the phone to find the exact place to get on the bus. I circled the building like an idiot. There was a bit of a communication problem as I was not an American, but I tried to understand. Then he said he was waiting for me at arie hotel, I immediately took a taxi there for $12, and when I got there I couldn't get through to him, so I texted him and didn't return his call. I waited at the hotel until 8 o 'clock without receiving any phone calls or messages. I am very aggrieved, is this my problem? There are always more solutions than questions, and they can come back and ask me after you've picked up all the customers, but they just ignored me and made me very sad. I wanna make a refund, but they refused.

  Business Response

  Date: 09/13/2023

  The guest booked the breakfast ride for 9.11.23.  We contacted the guest on 9.10.23 and confirmed them for a 6:10 AM pickup from the ********* tour rotunda pickup area.  ********** has a designated pickup area where guests are required to go for pickup.  On 9.11.23 the driver arrived at the Excalibur tour rotunda pickup area at 6:00 AM.  We had a total of 3 passengers scheduled for pickup from the Excalibur tour rotunda pickup area.  The driver located the first 2 passengers, who arrived at the designated pickup area at the scheduled time.  Those 2 guests had no issues finding the pickup area and being there at the correct time.  At 6:10 AM the guest in question had not arrived, so the driver called to find out where they were.  The guest stated they were near the Excalibur.  The driver then attempted to guide them to the Excalibur tour rotunda pickup area but was unsuccessful.  The guest didn't understand the driver's instructions and was unable to find the pickup location. Per the guests own complaint they state there was a communication problem.  The guest states they tried to understand, but clearly, they didn't understand, or they would have been in the correct location at the correct time.  I am sympathetic to the situation, but it is the responsibility of the guest to locate the pickup area and be there at the correct time.  The driver did everything within his ability to communicate where the guest needed to be.  Once again, we had two additional guests that were picked up at the Excalibur for the same ride.  They had no issues finding the location at the correct time.  The guest should have allotted enough time to find the location.  The guest also should have asked Excalibur staff for directions.  Certainly, Excalibur staff would have instructed them to the correct location, as all tours pickup from the same location at the Excalibur, and the staff knows where guests should go for tour pickups.  These are things the guest could have done to get to the correct location at the correct time.  Many of our international guests take the time, the day before their scheduled tour to find the tour pickup area, so they are on time, and don't miss their pickup.  They understand that finding the location is their responsibility and not that of the tour operator.  

  Our standard operating procedure is to wait for 10 minutes.  If the guest doesn't show up, the driver is instructed to leave as we have other guests to pick up.  Guests that do not show up for their scheduled pickup are considered a no show and are non-refundable.  This is in accordance with our terms and conditions which state we have a 24-hour cancellation policy.  Any cancellation or no shows within the 24-hour time period before a scheduled pickup are non-refundable.  
  

  The drivers are in constant communication with our office manager.  ********** manager attempted to call the guest in question multiple times that morning, but the call went unanswered and to voicemail.  At no point did the driver or office manager instruct the guest to go to Aria.  **** was not on our scheduled pickup list for 9.11.23.  

  Normally, we have multiple hotels to pick up on a daily basis.  These pickups are on a timetable.  If we are 10 minutes behind on our first pickup, we will be 10 minutes behind to every other pickup that follows. That in turn requires us to contact each guest and advise them we are running late.  That is in inconvenience to every guest that is scheduled for a pickup.  We stick to a strict pickup protocol. My drivers are usually 10 to 15 minutes early to the first pickup to avoid any issues.  What we can't control is that a guest will be on time, and this is what usually causes us to be late.  I am sorry that the guest is sad, but that was out of our control.  Had they taken the time to locate the tour pickup area and arrived on time, they would have gone on the tour, and had a great time, like the 10 other passengers that went out that day.  I don't like to disappoint any guest, but I don't feel this is an operational or service issue.  It is an issue of the guest not following instruction, and not taking the time to locate the pickup area. I hope this response resolves the issue with the BBB.  I doubt it will with the guest, since they are seeking a refund, and that is not an option I am willing to offer.

  Please let me know if you have additional questions.

  Happy Trails,
  
  *****

   

  Customer Answer

  Date: 09/13/2023

   
  Complaint: 20589679
  
  I am rejecting this response because:

  First of all, why are you comparing me to other customers, everyone is different. I have participated in many tour groups, and this is the first time I have encountered a tour group like yours that makes me so sad. I suggest you think more about your reasons.

  
  Then I checked my call log and I didn't get any missed calls that day. Besides, regarding ***** the driver told me this and asked me to get there at ****. I asked the driver the specific location of ********** and how to spell ***** but the driver was very anxious and said he couldn't help me, so I just followed this pronunciation. I told the taxi driver and he took me there. The biggest problem is that I was working cooperatively throughout the entire process. Why did no one pay attention to me after I sent text messages and called the driver after I arrived at ***** When the customer was trying his best to remedy the problem, you ignored me, which made me very angry.

  
  Sincerely,
  
  ***********************