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| - TL;DR: Poor customer service from staff and management after bus breaks down on the way to the South rim (bus breaking down is out of their control but maintenance to prevent isn't). Old bus and low quality food offered. For our troubles that day, we were compensated with dinner at a gas station/Subway/fried chicken joint. That's a win for us, right? We got back to Vegas @ 2AM Saturday and the owner, Tom, makes us an offer we can't refuse! The hoover dam tour that starts in 5 hours @ 7AM is free for us if we wanted to go, sorry no rain checks.
First, let me tell you that I rarely write such reviews unless my experience was extraordinarily great or disastrous. Let's get this novel started, shall we?
Booked the South rim tour with breakfast & lunch. There were about 15 people total, including my friend and I. The coach bus we were on is decent at best: old crt-tv, A/C is freezing cold in front of bus but warm in the back, lavatory has no light or water. We had two drivers; one was a guide who introduced himself as Alan, and the other is Robert. Alan jokingly said, "If things goes wrong, then he's Alan and I'm Robert." Well, ironically and unfortunately for everyone, shit hit the fan and it went everywhere.
Bus was 30 minutes late at pickup. On the way to the South rim we stopped by a truck stop for breakfast; sounds delicious right? Got hair in my food...whatever, I just picked it out and ate my food. At around 12PM, our bus broke down at a gas station an hour before we reached the South rim. A mechanic showed up and said it couldn't be fixed, yay... No bus or van rentals available around the area. The drivers then told us that Tom, the owner, is coming with another bus which would take 4 hours. We didn't pick up our lunch yet so if you are hungry you can test your luck with the gourmet selections at this 4star, all-inclusive gas station. FUN!!!
Around 4pm people people naturally started to get irritated. They were sitting outside the gas station talking to each other. I was in the bus when I overheard Alan, who apparently was sitting and chatting with everyone earlier, tell Robert that the majority of the patrons will leave a bad review and complain about their current experience unless they receive a full refund. Upon hearing this, Robert angrily goes to confront the patrons about what Alan has told him. Of course I follow to get a better understanding of the situation.
Robert approaches everyone and, without talking to anyone about the situation, tells us that if we want a full refund, they will not take us to the South rim. We all reacted reacted by saying, "What the F@%&!!!," well that was my reaction but people were quite shocked. The patrons tried to explain to Alan that they wanted some kind of compensation for the inconvenienced they experienced and time wasted, which I agree with completely. They told Alan that he must have misunderstood them, but Alan just replies to Robert saying, "they told me they wanted a refund," and then kept quite from then on. You seem to be a bit shady, Alan...Then things began to escalate even more when Robert hears the complaints from some of the patrons. Robert argues with an elderly British man about compensation and then calls the man an asshole. Good one Robert! Some people are telling Robert to control his temper and attitude. Another woman tells Robert to "shut up for a second, and listen to what we have to say." He lashes back by telling her to shut up. Finally, to end his rage, he says, "when the bus arrives we are going back to Vegas and you will get your refunds, except you guys, I'll make sure to take care of you guys(pointing to an Australian man and his family, I guess they chatted and became friends at some point???). All the while Alan is quietly standing by, letting his coworker rage on and speaking on behalf of the company. By now I have a better grasp of the situation, and intervene to prevent the arguing.
So you'd think the owner, Tom, could do something to address the dissatisfaction of the patrons, right? MAYBE he has better customer service skills. Bwahahaha! Tom arrives at 5PM. He introduces him self and says that Robert made him aware that we would all like a refund and give bad reviews. He further states that the company have great reviews and that our bad reviews isn't going to bother him. Nice introduction, he's winning people's respect and affection just as Robert did! He also tells us that if we want a full refund, they will not take us to the South rim. LET ME ASK YOU, THE READER, WOULD YOU TAKE A REFUND, LOSE 17+ HOURS TOTAL OF YOUR TIME, AND NOT SEE THE CANYON? I calmed everyone down and spoke on their behalves when I told Tom to continue with the scheduled plans for today. At the end of the night, Tom, talks about tipping & good karma, because obviously that how tips works, right?
In the service industry, quality establishments will happily compensate you for any inconvenience you experience with them. Do not expect much here.
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