Dear [redacted] Thank you for your response to our letter addressing your concerns from your service with us in July.Over the Falls Tours has been in business for more than years We are considered to have one of the highest valued tours within the local sightseeing industry We have worked diligently to provide our customers with an enjoyable tour that covers all key viewing areas, includes major attractions, and at the same time assuring we meet customers' needs relative to overall service and customer satisfaction.We have built our reputation based on positive customer experiencesWe pride ourselves on positive customer feedback and our reviews for the “One Day Tour Package ” and all tours and services we provide are all very highly rated.While we understand your dissatisfaction is that the tour was not provided in English we contend that that the tour was conducted in Italian, German and English as advertised We also explained that since you were the only English speaking passenger out of a total of passengers (Italian speaking passengers and German speaking passengers) was the main reason as to why you may have felt alienated from the other travelers versus being a part of the group Our tour guides reached out to you on the service date and as previously stated we know that if you would have made specific requests at the time of your service that our guides would have immediately complied in order to assure your satisfaction.As a good faith gesture we will be providing you with a refund for the Niagara Falls sightseeing portion of the “One Day Tour Package” in the amount of $USD which is the full value of the Niagara Falls sightseeing tour Additional services included in the “One Day Tour Package” including air travel, transportation services, meals and attractions provided on the service date are non-refundable.We are sorry that you were dissatisfied with the Niagara Falls sightseeing tour portion of the “One Day Tour Package”, we are closing this complaint and no further compensation will be due.Kind Regards,Jacqueline W [redacted] Over the Falls Tours Customer Service Manager
Dear [redacted] Thank you for your response to our letter addressing your concerns from your service with us in July.Over the Falls Tours has been in business for more than years We are considered to have one of the highest valued tours within the local sightseeing industry We have worked diligently to provide our customers with an enjoyable tour that covers all key viewing areas, includes major attractions, and at the same time assuring we meet customers' needs relative to overall service and customer satisfaction.We have built our reputation based on positive customer experiencesWe pride ourselves on positive customer feedback and our reviews for the “One Day Tour Package ” and all tours and services we provide are all very highly rated.While we understand your dissatisfaction is that the tour was not provided in English we contend that that the tour was conducted in Italian, German and English as advertised We also explained that since you were the only English speaking passenger out of a total of passengers (Italian speaking passengers and German speaking passengers) was the main reason as to why you may have felt alienated from the other travelers versus being a part of the group Our tour guides reached out to you on the service date and as previously stated we know that if you would have made specific requests at the time of your service that our guides would have immediately complied in order to assure your satisfaction.As a good faith gesture we will be providing you with a refund for the Niagara Falls sightseeing portion of the “One Day Tour Package” in the amount of $USD which is the full value of the Niagara Falls sightseeing tour Additional services included in the “One Day Tour Package” including air travel, transportation services, meals and attractions provided on the service date are non-refundable.We are sorry that you were dissatisfied with the Niagara Falls sightseeing tour portion of the “One Day Tour Package”, we are closing this complaint and no further compensation will be due.Kind Regards,Jacqueline W [redacted] Over the Falls Tours Customer Service Manager
The company finally gave a full refund We no longer need to proceed