⚠️ Security threat in the last row and complete lack of responsibility when we reported it — read before booking. Booked a two-day tour to Niagara Falls (September 12–13) for $900 for two — me and my mom. We were riding in a Mercedes Sprinter minibus, and they seated us in the last row, where it turned out there were four people. According to other passengers, they were promised fold-down seats and told that the last row would be comfortable—in practice, everything turned out differently. The last row was reequipped for 4 seats, while all other rows had only 3, and even those were cramped and difficult to sit in. One of the four women in our row was a pensioner with excess weight and difficulty walking, who was told in advance that she would be alone in the row—in the end, it was really hard for her even to sit in that seat among four people. When we sat down, there was no legroom at all, the seats were right next to each other, and the seatbelts in that row could not be used properly due to the seat configuration. Two of the passengers seemed to be on the verge of panic, realizing they would have to sit like that for many hours. We drove on the highway for about 7 hours of pure driving each way (about 9 hours including stops) - a total of about 18 hours in the trip. Our faces were so close to the seats in front, that with every braking we almost hit them—and all this without working seatbelts. We called the agency during the trip to ask if we could change the transport or get compensation. Instead of solving the issue, we were dismissively told that "nobody complains" about these places and that we just need to accept it. After the trip, I sent the agency a detailed written complaint and informed them that I have photo and video evidence of the seating and the problem with the belts. They didn't even ask me to show them. No apologies, no analysis of the situation, no acknowledgment of the problem—they simply refused any compensation and closed the matter. When I continued to insist on my point, the tone in the final letter from the agency was frankly rude and dismissive. They literally told us to stop writing and closed the issue on their end—no desire to really figure it out, just a cold closing of the topic. I attach a screenshot of this email below — I think the tone speaks for itself. The seating configuration itself is a matter of safety. And the way they reacted when we reported this—refusing even to look at the evidence before closing the matter, and eventually switching to the tone you will see below—is the reason I am writing this review.
Здравствуйте. Очень жаль, что Вам было неудобно на сидениях Mercedes Sprinter в последнем ряду, рассчитанном на 4х человек. Мы пользуемся услугами транспортной компании для перевозок наших пассажиров. Транспортная компания предоставила для данной поездки стандартный Mercedes Sprinter, рассчитанный на 14 пассажиров + водитель. Мы не можем отвечать за стандарты автомобильной компании Mercedes. Вы покупали тур одними из последних, поэтому Вам достались последние места. Тем не менее наш менеджер, который Вам продавал тур, ответил Вам на претензию и предложил Вам скидку на другие туры. Еще раз выражаю Вам наши сожаления, что Вам не подошли габариты мест. С уважением, команда МП Трэвел.
