Ground Zero 911 Memorial+ Optional One World Observatory

Thank you for taking the time to share your feedback. We are very sorry to hear about the issues you experienced during your visit and understand how frustrating it must have been to feel that you did not receive what you expected, especially after having to make additional arrangements during your trip. We always aim to provide clear information about what is included with each ticket, and we regret any confusion that may have occurred in this case. For future bookings, we kindly recommend carefully reviewing the ticket inclusions and details before purchase to ensure they match your expectations for entry and access. We appreciate your comments about your guide and are glad to hear she was kind and helpful, even though the overall experience did not meet your expectations. Your feedback will be shared with the relevant team as we continue working to improve clarity and communication for our guests. Thank you again for sharing your experience.

Thank you for sharing your feedback. We’re sorry the weather did not cooperate during your visit, as we understand it can definitely affect the overall walking experience. We still hope you were able to enjoy the meaningful history and atmosphere of the Ground Zero Memorial. Thank you for joining the tour, and we hope to welcome you again in better weather conditions for an even more enjoyable experience.

The tour guide was at 24 state street waiting and you never checked in

We’re thrilled to hear that Vivian made your tour so enjoyable with her knowledge and personable style. We’ll be sure to share your kind words with her — she’ll be delighted! We’d love to welcome you back for another memorable tour soon.

Thank you for sharing your feedback, and we’re truly sorry for the frustration and disappointment you experienced. We understand how important your visit was, especially to the 9/11 Memorial, and we deeply regret that your guide did not show up as planned. This is certainly not the standard we strive to uphold, and we are actively looking into what happened to ensure it doesn’t occur again.

Thank you so much for your thoughtful and moving words. We're truly honored that your visit to the 9/11 Memorial and Museum left such a meaningful impression on you. You captured the spirit of the place so beautifully — peaceful, powerful, and deeply moving. The design of the Memorial was intended to create space for reflection, remembrance, and healing, and we're grateful that it resonated with you in such a profound way. We’re also glad to hear that you felt the care taken in preserving the stories within the museum, as well as the respect shown by our staff. Your recognition means a great deal to us. Thank you again for taking the time to share your experience — and for encouraging others to visit not just as tourists, but as witnesses to a powerful part of our shared history.