The trip started on a high note, our guide was a friendly guy, we played our music real loud enjoyed the snacks and drinks they provided however it went downhill some where in the middle when we realized that we were skipping some promised landmarks completely and we were not given any time to get out at certain places to take pictures or tour. The booking was almost $1000- which is super high for the 3 hour tour where we were not given the time to step down from the vehicle and tour some of the landmarks at all.
I would like some refund back for the disappointing experience and the high cost that was not worth it.
事業者からの返答
Good morning,
We would like to clarify what actually occurred, as the description provided does not accurately reflect the service that was delivered.
First of all, our conversation clearly shows that the agreed starting time for the tour was 5:00 PM. At approximately 5:15 PM you contacted us, and you eventually came out at around 5:30 PM, meaning that the tour started approximately 30 minutes later than the agreed time due to your delay.
It is particularly important to clarify that we did not deduct this delay from your tour time in any way. A three-hour tour starting at 5:00 PM should have ended at 8:00 PM. Instead, despite the initial delay, we continued the service until approximately 8:30 PM. Therefore, rather than shortening your experience, we provided approximately three and a half hours of service — around 30 minutes more than the three hours originally agreed and paid for.
The service itself was fully provided. You had both a professional driver and an English-speaking guide, who accompanied you throughout the experience and provided explanations about the places visited.
More importantly, the complete itinerary was actually carried out. During the tour you visited the Sanctuary of Santa Rosalia, the panoramic route of Monte Pellegrino, Mondello Beach, Teatro Massimo, Quattro Canti, Palermo Cathedral and the local market, in addition to the sightseeing along the route. We made the appropriate stops at the different locations, giving you time to get out, see the sights, take photographs and record videos. These were not simply places driven past: you were given the opportunity to stop and experience the different locations throughout the tour.
Furthermore, as part of our usual onboard service, you were provided with Prosecco, beer, tea, orange soda, Coca-Cola and our selection of snacks, which we regularly offer to our guests. These refreshments were made fully available to you and were consumed and enjoyed during the tour.
We would also like to point out that, from the moment you entered the vehicle, the interaction with our staff was unfortunately not particularly courteous, to the extent that our driver and guide were not even greeted. Nevertheless, both members of our staff remained professional, polite and accommodating throughout the entire experience.
We also made additional efforts to accommodate your personal requests. After completing the various stops and visits, when you asked to finish the experience at a particular restaurant, we adjusted the itinerary accordingly and took you to the restaurant you requested.
For these reasons, there is no factual basis for a refund. The tour was fully performed; an English-speaking guide and driver were provided; you visited the Sanctuary of Santa Rosalia, Monte Pellegrino, Mondello, Teatro Massimo, Quattro Canti, the Cathedral and the market; the various stops were made; you took photographs and videos; you consumed the complimentary drinks and snacks provided onboard; your requested final drop-off was accommodated; and, most importantly, you received approximately three and a half hours of service instead of the three hours originally agreed.
The price and service had been agreed in advance, and the experience provided was consistent with the service we regularly offer our guests, as also reflected by the many reviews we have received.
Every customer is, of course, entitled to express an opinion about their experience. However, any account of what occurred should accurately and completely reflect the facts. In this case, the itinerary and service were provided in full, the initial delay was not caused by CruiserCar, and rather than reducing your tour because of that delay, we extended the service until approximately 8:30 PM.
For all of these reasons, we cannot accept the request for a refund.