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| - If I could rate this lower than a single star, then I definitely would. Money NOT well spent, to say the least.
I purchased two Premium Express Bus Tours from this company through Groupon a few months ago. Oct. 22nd is my parent's 29th wedding anniversary and my mother has been wanting to go on a tour of the Hoover Dam ever since I can remember. I thought this tour would be the perfect gift for their anniversary, but unfortunately my assumption was terribly wrong.
My parents do not go to Las Vegas very often because they do not know their way around so the hotel pick up option made them decide to plan their entire anniversary weekend in Vegas so they would not get lost. They were supposed to be picked up in front of the Embassy Suites Hotel on Saturday the 20th at 9:15 a.m. They went to the front of the hotel at 9:10 a.m so they would be there before their bus arrived to pick them up. They waited out front until 9:20 and no one had arrived. They asked the valet who was out front and were informed that the driver showed up at 9:08 and then left. So my parents would have still been left behind if they had showed up at the 9:15 pick up time. After they learned that the driver had left, they called the company and were told that the bus was to arrive at the hotel Planet Hollywood by 10 a.m. and to take a cab over there so that they could catch it. They were also told that they were called to see where they were, but my parents both had their phones with them and they had received no missed calls all morning. They were also told that when they arrived at Planet Hollywood that the hotel clerk would reimburse them for their cab fare; needless to say the hotel clerk had no idea what they were talking about. They arrived at Planet Hollywood at 9:45 and waited out front near the sign that said busses. At 10:10 a.m. no one had shown up and they called the company yet again. They were then instructed to wait at the entrance of the Miracle Mile Shops. My parents have no idea what The Miracle Mile Shops are, nor do they have an idea of where they are. My parents were also not given clear instructions as to where the entrance was and where the busses were supposed to arrive in front of it. After this whole rat race, it is needless to say that they were never picked up and never went on a tour of the Hoover Dam. They also had to pay a second cab fare to return to their hotel.
I do not understand why it is so difficult for a driver to wait until his pick up time to make sure that even early arrivers are able to get on the bus; especially when he had a whole 45 minutes to be somewhere else that is only 10 minutes away, maximum. If there is a scheduling error then this definitely needs to be looked into and corrected immediately. Sending my parents around the strip on a wild goose chase for a tour bus is very poor customer service, and by far the worst customer service I have ever heard of. Upon hearing that their driver made a mistake, and left before his pick up time, an offer should have been made to come back and pick my parents up; especially since he obviously had time to spare since he was ahead of schedule. My parents wanted a guided tour of the Hoover Dam that I had already paid for, not a frantic tour of the Las Vegas strip at their own expense that they had not planned for. After being left behind, without a care, my mother tearfully called me from her cab back to her hotel and informed me of her and my father's terrible experience with this company. She said that her anniversary was ruined.
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