Dave Matthews

Review of Five Star Tours & Charter Bus ...

UPDATE: As you see from their response, more effor...

UPDATE: As you see from their response, more effort was put into the reply to my 1 star review than was actually offered at the time of cancellation.

ORIGINAL REVIEW:
Very poor customer service throughout the experience.

1. You must call 2 days before the tour to confirm your attendance. When I called, over the space of 7 minutes, I was put on hold and passed through 3 different operators, before someone finally confirmed my tour details and pick-up location.

2. Two hours after my confirmation I received an email to tell me I would no longer be collected from my hotel, as agreed, and that I would need to make my own way to the tour office. Never mind that I'd already made plans with friends for breakfast...

3. Less than an hour before the tour I was emailed a cancellation notice that the tour would no longer go ahead as planned. Never mind that I'd already checked out of my hotel and it was too late to arrange with another tour guide. When I called up, after dealing with the operator's sassy interruptions... I was offered to reschedule or accept a refund. With no room in my schedule, I accepted the refund.

4. Two weeks later and I am still waiting for a refund. No one is answering emails either...