I first want to say all the employees we encountered were polite, motivated, and enthusiastic, with that being said, my issue is with this company overall. I have been on multiple Big Bus tours throughout the world and have never had these issues. Buses were always late. I was stuck out by the Welcome Sign for over an hour. Brakes on buses were horrible. After waiting over an hour for a bus to come get us, ten minutes into the ride we have to switch buses because that bus was overheating but here's the kicker, the replacement bus would take approximately 30 minutes, which for Big Bus Las Vegas means 45 minutes to an hour. I immediately requested a refund by email and that process went smooth and was refunded my money in two days. They needed better buses and need to accommodate the amount of buses out on busier weekends!