The tour time and itinerary were subject to change, and we were not notified of the changes until the night before. The tour was scheduled to begin at 7:30 a.m., which gave us very little time to adjust our transportation arrangements. In addition, the driver was late for pickup and did not contact us until after we had requested a partial refund. Overall the customer was not great
Dear Cheryl, Thank you for sharing your concerns. We sincerely apologize for the delay and for the frustration it caused during your tour day. We would like to clarify the arrangements that were communicated to you. On the evening before the tour, at approximately 7:00 PM, we informed you that the Alcatraz portion of the tour would take place in the morning and the city tour in the afternoon. As stated in our Viator tour description, we reserve the right to change the order of the tour components when necessary. When Alcatraz is scheduled first, guests are brought back to their hotel after the city tour in the evening rather than being picked up from their hotel in the morning. You attended the Alcatraz portion in the morning as scheduled. Unfortunately, our van was approximately 30 minutes late for the afternoon city tour. We are very sorry for this delay. It was Labor Day weekend, one of the busiest travel periods of the year, and the city was experiencing unusually heavy traffic and significant gridlock. We were also receiving calls from other guests who were being advised about the traffic conditions. We understand that waiting 30 minutes was frustrating, and we are sorry that you ultimately decided not to continue with the city tour. The other guests who remained on the tour were able to complete the city tour and were very pleased with their experience, as reflected in their reviews. We regret that the circumstances affected your experience and appreciate your understanding of the unusually difficult traffic conditions that day.
