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OnBoard Tours Reviews (6)

two thirds thru the tour, while walking to a couple of monuments, the temperature dropped, and we were caught in a rainstorm. While no one is responsible for the storm, it created hazardous conditions as there were blinding rains, broken tree branches that we had to cross over and large pools of water. Someone could easily have fallen and hurt themselves. the tour should have been cancelled as soon as these conditions appeared.

two thirds thru there was a sudden rain storm with whipping rains that created hazardous conditions. While no one can be held responsible for the sudden drop in temperature and storm, the tour should have been cancelled as soon as it became evident that the conditions were dangerous. there were broken tree branches that we walked into as it was too dark to see and whipping rains and wind scattering wreaths and other items around.

Review: We purchased a D.C. Lights tour which was supposed to be a enjoyable tour of the major landmarks at night. The tour was not that. The bus driver and the tour guide had a lot of disagreements as to which roads to take because of a BBQ event that was in town. I am sure the company was aware of this and should have had a plan, if nothing else the tour should have been discounted since we spent a lot of time trying to get out of traffic. [redacted] and [redacted] were bickering back and forth. When we were at the vietnam wall a couple and their child were so disgusted by the tour they left and took the metro back to their hotel. I am sure everyone has a bad day but, when in this line of work I the customer should not feel as if I need to worry that the tour guide and bus driver are going to "duke it out". We also were unable to see 4 stops on the tour and [redacted] never got off of the bus at the WWII memorial.Desired Settlement: I think the tour company should refund part of the tour price back on my charge card. My family paid $229.00 for 3 adults and 1 child. I feel that the price in no way reflects the service we were provided with.

Review: We booked a tour for 2 online for $160.00. We were not told there was not a place to park your vehicle and get on the tour. When we arrived in Washington, DC from Texas we learned there was no parking for your vehicle to board the tour. We booked another tour from the RV park where we stayed which provided us transportation to their tour. Several emails to the company resulted in their refusal to refund the price. I was never able to obtain an address for this company.Desired Settlement: Refund of charges.

Review: On Friday, March 22, 2013, I booked a DC - The Lights Tour with OnBoard for three people departing from the [redacted] at 6:30 PM. The tour bus picked us up and proceeded to pick up other tourists at area hotels. When we arrived at the starting point of the tour at the North side of the Old Post Office Building at 12th and Pennsylvania NW (1100 Pennsylvania Ave NW, Washington, DC), we waited for 15-20 minutes. A staff person entered the bus to inform us that the tour guide was unable to make it. We paid for a tour without a tour guide. This is a narrated bus and walking tour, but we had no one to narrate the tour. We waited until after 8 PM and we were told that we would try to meet up with another bus. Unfortunately, the other bus was 30 minutes ahead of us, and we would miss a few sites. In the bus we complained that we paid for a tour to include the sites listed, and we wanted to see all the sites. A manager arrived and said that he would try to conduct the tour with him as the fill-in. We set off from the Old Post Office after 8 PM and headed to the U.S. Capitol. The manager was NOT knowledgeable about the area. After spending 10 minutes at the Capitol we drove to the White House. We waited and finally a tour guide appeared. The only problem was that this tour guide was not professional and appeared intoxicated. He hurried people through the tour and complained that he came in on his day off. He also spoke with a slur, mixing up facts and other basic information. After paying $180, the tour guide that finally appeared was not only unprofessional, but showed a lack of concern for the welfare of the participants. An entire family was left behind at the White House - our tour was delayed while the guide realized he needed we lost a group. Six people voluntarily left the tour, choosing to take a taxi back to their hotels. The tour guide asked us "Which monuments did we really want to see since there was no way, with our late start, that we are going to be able to see all the sites." The majority of the bus said they wanted to see all the sites listed on the tour. The guide became verbally hostile to the group stating that he did not want to be out all night. When we arrived at the Lincoln Memorial he said "You have five minutes to see this. We are late." He provided NO information about the Lincoln Memorial. We never saw the FDR monument, and we were rushed through every single monument. We paid to see the sites - this is a breach of contract. The late start and the lack of a tour guide was the fault of On Board.Desired Settlement: This company breached its contract by not providing a tour guide at the beginning of the tour, and further breached the contract by providing a tour guide who was rude, unprofessional and hostile to the customers. I want my money refunded.

Business

Response:

Dear [redacted],

Thank you so much for taking the time to let us know about your recent experience in DC. Customer service is very important to us. Unfortunately, weather, parades, traffic, mechanical problems, and a dozen other factors keep us from reaching 100% customer satisfaction. Still, we are very disappointed to hear you had the rare experience of a less-than-excellent tour with us.

Because sometimes a tour guide may be running late or sick when scheduled for work, we keep additional tour guides on standby in case of emergencies. Although the employee initially scheduled to serve as your tour guide did not arrive to work on time, we did provide a tour guide manager from the starting point and switched to a tour guide after approximately one hour into the tour. Thus, we respectfully dispute your claim that this tour lacked a guide.

Although we have trained each of our employees on the importance of top-notch customer service, someone misses the high mark once in a while. Thank you for bringing this incident to our attention; we have notified the direct supervisor of the tour guide on duty so that he can receive appropriate counseling.

Thank you, also, for your patience while we researched your claim and the circumstances surrounding it. In an effort to keep our prices reasonable, all sales are final. However, we have read your claim and empathize with the situation, especially given that you were unable to see some of the attractions listed due to delays. Thus, we are issuing a 50% refund to your credit card on file. Please allow up to 5 days for processing.

We hope you find this resolution suitable and that this incident will not detour you from giving us a try again in NYC, DC, or Las Vegas.

Sincerely,

OnBoard Tours

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: On 11/21 we purchased two tickets for a Night Tour of Washington DC scheduled for 11/24 to be picked up at the [redacted] Hotel at 6:45 pm. On that date the driver did not show up at 6:45. At 6:50 we called and were told that the driver didn't have instructions on where to pick us up although we were on his roster. After checking someone called back and asked us to take a taxi to meet the tour at [redacted]. We did not want to pay for a taxi after already paying for the tour so we said we would like our money back since we were not picked us as had been part of the agreement and payment we made. Later that evening we talked with [redacted], the supervisor, and he said he would refund our money given the circumstances. However, we've called [redacted] on two occasions since returning from Washington DC on Tuesday (11/26) and Friday (11/29) and we sent them an email with a request to get our money back. Although [redacted] agreed to refund the money, we have yet to receive the credit.Desired Settlement: We would like the $140 expense for the tour returned.

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Description: Buses - Charter & Rental, Tours - Operators & Promoters

Address: 141 Fleet St, Oxon Hill, Maryland, United States, 20745-1548

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