Statue de la Liberté, Ellis Island et visite guidée du Mémorial du 11 septembre

I am extremely disappointed and angry about the way my family and I were treated during our Statue of Liberty tour. We paid a significant amount of money for this experience and expected a professional, organized tour. Instead, we were abandoned by our tour guide and left to figure everything out ourselves. While going through security clearance for the Statue of Liberty, our tour guide, Nina, left without us and boarded the boat. My family and I were literally left behind. There was no phone call, no attempt to locate us, and apparently no realization from our guide that members of her group were missing. I immediately began making phone calls trying to figure out what we were supposed to do. I spent a ridiculous amount of time on the phone and on hold instead of enjoying an excursion that I had already paid for. Eventually, I was given the name and phone number of another guide, Ceasar, and was told to meet him at a specific location. We made our own way to that location, only to find that Ceasar was not there. Even worse, he would not answer his phone. Once again, my family and I were left on our own trying to figure out where to go and what to do. While walking around looking for help, we eventually ran into our original tour guide, Nina. Instead of apologizing for leaving my family behind, the way she spoke to us made it seem as though the situation was somehow our fault. What was even more unbelievable was when she stated that she did not even know she had left us behind. How does a professional tour guide leave members of their group behind and not even realize they are missing? Because of all the wasted time, we were left with barely any time to actually enjoy the Statue of Liberty experience. At that point, I requested a refund from Viator because I no longer wanted to continue with the group. I simply wanted to enjoy the rest of the experience with my family on our own. Viator declined my refund request, leaving me with little choice but to continue the tour because I had already paid a substantial amount of money. As a result of everything that happened, we also missed scheduled portions of the excursion that we had paid for. To make matters worse, after we rejoined the group, I felt that Nina singled my family out for the remainder of the tour. After already being left behind, wasting our time trying to contact people, being sent to meet a guide who was not there, and then being blamed for the situation, this treatment was completely unacceptable. This was supposed to be an enjoyable family experience at one of New York City's most iconic attractions. Instead, a large portion of our time was spent stressed, frustrated, making phone calls, searching for tour guides, and trying to figure everything out ourselves. Viator should seriously review how this situation was handled. A tour guide has a basic responsibility to keep track of the people assigned to their group. Leaving a family behind, not realizing they are missing, failing to properly assist them afterward, and then refusing a refund when the experience has already been significantly disrupted is unacceptable customer service. I am requesting that Viator reconsider the refund for this tour. We did not receive the organized, guided experience that we paid for, and we cannot get back the time that was taken away from our family's visit to the Statue of Liberty. Based on this experience, I cannot recommend this tour.

A lot of walking and have to be able to keep up. The tour guide was knowledgeable, but went too fast.

Our guide was very friendly. Unfortunately she tended to talk while walking away from us so unless you were the first person behind her you really didn't hear what she said. We enjoyed the tour of Liberty Island it was my granddaughter's first visit. Statue of Liberty is still an amazing thing. Ellis Island also very interesting of course and everyone was very accommodating. It was a very long walk to the 9/11 Museum from Battery Park. I walk a bit slower than others so I had trouble keeping up. Lots of great information about the pools and the outer area of the park remembering 9/11. Our guide escorted us right to the line to get into the 9/11 Museum. When we got to redeem our entry which we thought was The Wristband we had been provided when we checked in we could not get into the museum. I attempted to log into the Viator website to redeem my tickets and was unable to connect I had already paid for this tour for all three venues and then had to pay again to actually go into the museum. The museum was a great venue very honor very much honoring the Fallen people from 9/11. I would recommend it highly. With that being said I would not recommend it for someone who has difficulty walking at a certain speed and please make sure you have your tickets available at check-in. I did call Viator for assistance with the museum tickets. I was told that it was my problem that I did not have tickets and the inability to attach to the website was not their problem they were completely uninterested in the fact that I had to pay twice to get into the museum. Every other attraction we booked through Viator allowed entry by just showing our tickets on my phone. I did not know there was separate tickets that had to be downloaded for the 9/11 Museum this was not made clear. When we ran into difficulties the people at the 9/11 Museum did disclose that they had had the same problem with several people who had booked this tour through a third party vendor. If I had it to do over again I would book the 9/11 Museum either directly or separately from the Ellis Island / Liberty Island Tour. I spent $459 for three of us to tour all three venues and then had to repay to go into the last one. The venues were great the experience was underwhelming.

Vivian was a great local guide. Shared lots of knowledge, took us around easily. She had lots of personal stories to tell when we went to the 9)11 Memorial. Well worth doing a tour.

There was a lot of walking. But the entire tour was so wonderful, patriotic! OUr tour guide, Vivien, was terrific. Not too chatty but full of hidden gems. Very informative and my cousin and I felt she went the extra mile.

Our tour guide, Vivian, was amazing! She was very knowledgeable about the city and quick witted. She offered personal details and stories that made the sites feel more authentic. Overall the tour was excellent! There was a great mix of information, walking and sitting, and downtime to explore.

I would not recommended this Tour/Excursion to anybody else as it is not exactly what one would expect. The tour is advertised as a guided tour. True to the words, you have a guide that basically show you where to board the Harbor Ferry, where to walk around the grounds, etc but lacks the “knowledge of a well informed and experienced Tour Guide” whom would be describing in detail the sights and points of interest. Our Guide-Martin was ill-informed, lacked the professionalism and friendliness of a Tour Guide. Not worth the money that we paid. Sad! 😟

My experience was amazing. Vivian our tour guide was very knowledgeable and thoughtful about the whole group.

Gina was awesome! She was knowledgable about facts and history as well as the best places to sit for great views and avoiding lines!

This tour was a LOT - we needed more time at Ellis Island, but overall, it was great to get to 4 iconic NYC attractions in one tour.