To say we had a terrible experience from the start would be an understatement. First, we booked the tour for myself, my husband, my two small children, and my two elderly parents and expected that we would be able to all tour together, however not at any point where we told that we would be in two separate petty cabs, and that the second one that my parents rode in did not include the guide and only the driver. The second driver also spent the entire time on his phone, driving us on busy roads, looking at text messages and not paying attention. I finally asked if he could please stop doing that because it was a safety concern and both the Guide and the second driver started snickering and talking about all of us and looking back and scoffing. Even after this exchange, the driver did not stop looking at his phone. I was also charged 200 extra dollars for no real reason and was being told that I might have to even pay more because I changed the time of my tour by a half hour which only resulted in me getting 45 minutes less altogether of my entire tour. This too, I was told after the fact once the tour started. Also to call us a tour would be very misleading as we basically just drove around the area of our hotel for an hour or so and then we’re dropped off at our pick up point. I would not book this. It cost over $1000 and was completely boring and a waste of time and money!
The original booking was for a Friday evening London by Night Tour. After multiple rescheduling requests, we agreed to accommodate the group on Monday afternoon. The pickup time changed repeatedly, from 3:00 to 2:45 and back to 3:00. Even after we arrived and waited, the group said they would come later. I clearly explained that further delays would reduce the tour duration. The group arrived late, and six people attended despite booking for five. We adapted the remaining time as best we could, avoiding locations they had already visited. The additional £200 (£100 per rickshaw) was explained and agreed beforehand. The customer claimed not to know how to make a bank transfer, requested to pay by American Express instead, and subsequently disputed the agreed payment. Despite the repeated changes and unprofessional behaviour, we still made every effort to provide the best possible experience within the remaining time. We find it deeply disappointing that our efforts and agreed payment are now being misrepresented. If you book a London by Night Tour, please arrive on time to enjoy the experience you booked. We respect our customers, but we also expect respect for our time, our work and our business. Our hundreds of verified five-star reviews reflect the experiences of customers who recognise the effort we put into every tour.
