Absolute disaster & huge disappointment of what was supposed to be the highlight of a last night in Sydney experience!
The tour operator apparently changed the location of pick up & depart without texting or phoning us of the change. Our phone number was provided to them in case there were any changes. We were at the convention jetty darling wharf at 8:15 pm 28 Feb & found the jetty was closed with no boats so we checked our phone with NO messages & walked around the jetty by 8:30 pm to where boats & lights were and could not find our private boat & after we got home we saw they sent email about pick up change to Acquariam wharf darling harbour which we did walk to by 8:30 pm coincidently in looking for the boat and it was not there (we waited until 8:45 pm & gave up). After we got home we saw an email that the tour operator tried to call our phone a couple of times at 8:20 pm but we did not receive any text or calls while we waited on wharf or at anytime. We also were not called or texted when operator changed the pick up location from convention jetty to acquariam wharf despite providing our contact # to them. We are very upset with what was supposed to be the highlight of our Sydney holiday experience and feel we should at least get our money back even though this experience can never be replaced.
事業者からの返答
Hi Lyle,
We've received your feedback and while we always welcome constructive criticism, it's essential to set the record straight with the factual timeline of events and our diligent efforts to communicate:
03/02/24: Booking request received.
05/02/24: Notified of date unavailability, offered an alternative, which you accepted.
06/02/24: Booking confirmed for the new date. Confirmation of receipt was not acknowledged by you.
23/02/24 and 26/02/24: Despite no response from your end, we reached out multiple times to reconfirm your booking details, including messages through the viator platform, phone calls and a WhatsApp message.
27/02/24: Continued attempts to contact you, again without any acknowledgment.
28/02/24: On the cruise date, our team made every possible effort to reach you, including waiting at the wharf until 9:00PM
Your review suggests a lack of communication on our part, which contradicts the extensive record of attempts made to reach you.
We take our customer service seriously and put considerable effort into ensuring our guests are informed and satisfied. However, the effectiveness of communication is a two-way street.
We are in the business of creating memorable experiences, and not disappointing our guests.
We regret that you missed out on your booking, but our team's efforts to inform you of the necessary details have been above and beyond.
We believe in learning from every situation and continuously improving our services. Your feedback will be part of this process, but it's crucial to acknowledge that communication and understanding responsibilities are paramount on both sides.
Should you wish to discuss this matter further, we are open to constructive dialogue.
Kind Regards,
Glenn
