This was a horrible experience!
We purchased tickets for the 9:30 AM shuttle, we arrived at the tour lobby by 9:10, the bus, however didn't get there till about 9:40, no big deal. We then headed over to the mall where we would be transferred onto a more comfortable and larger bus. We made a line, they processed us and gave us an ID sticker and we proceeded to make the line to enter the new bus. We were probably 9th or 10th in line, we picked our seats, felt comfortable and settled in.
After the bus is about 90% full, our name is called and we get pulled off. For what reason? A different party brought an unexpected guest, therefore OUR accommodations were hindered to make way for other individuals who did not plan accordingly.
After we de-bus, we're taken to a van that has already been cramped with people. Upon inspection, my partner and I notice that we would not even be able to sit together, rather we would be expected to sit next to random strangers for a pretty lengthy ride. Furthermore, the seats were fit for a first grader, not a grown man.
When we took this to the manager, he stated "oh! you want to sit together??" Um... YES. We didn't realize that was such a shocking request. Ultimately, he was unwilling to accommodate us, so that was a day completely wasted. Sadly, they didn't even offer us a lift back after all the hassle they put us through.
So be warned, you probably don't want to waste your money on this tour unless you want to be treated like a third-rate human being.