I booked a full day trip that advertised five stops, including the HOH Rainforest, which was the main reason I chose this tour. Unfortunately, we only made it to two of the five stops, and we completely missed the Hoh Rainforest. The day began with a one hour delay notice. After that, we were further delayed because the guide went to the wrong pickup location for another guest. Once we were on the road, it became clear that the guide did not have the itinerary for the trip. We had to show him the itinerary that was listed on TripAdvisor. He then decided to change the order of the stops, saying the original order did not make sense. We trusted his judgment and went along with the change, only requesting a simple bathroom and coffee break along the way. By the time we finished the two stops, it was 5:00 pm and access to the HOH Rainforest was already closed. When we contacted the manager to find a resolution, we were told we could drive an hour and a half back toward the rainforest at night. That suggestion did not feel reasonable or safe, especially since visibility would have been low and wildlife activity increases after dark. The manager’s tone was dismissive and unkind, and we were told we would hear back the next morning about a possible partial refund. This was especially disappointing for the other lady on the trip because the trip was meant to celebrate a birthday. It was supposed to be a special day. Instead, it felt disorganized from start to finish. Additionally, I was charged almost twice what the other party was charged for the same trip. I lost a whole day on a weekend trip. For the amount charged, a two week wage for the average American, I expected professionalism, preparation, and at minimum the fulfillment of the advertised itinerary. A guide not having the itinerary and major stops being missed is unacceptable. I rarely leave negative reviews, but this experience did not reflect the level of service promised or paid for.
Hi amR7045GL, The tour did take place and there were only two people on the tour, so it was almost like a private tour. The customer requested to visit Hurricane Ridge, which was not included in the itinerary. However, the tour guide still tried his best and took the customer to Hurricane Ridge. Since the trip to Hurricane Ridge took a significant amount of time, there was not enough time left to cover the rest of the itinerary. We are very customer-focused, and our tour guide has received multiple 5-star reviews. Regards, Khitish BarbilTours/PlatformPoints LLC
