19 Apr 2023
We took the Abu Dhabi city tour with presidential Palace guided tour and In the middle of the tour, I was approached by your tour guide and told me that the palace was closed and that instead the company was willing to pay for our lunch which I found very offensive and unprofessional knowing that the guide tour was the highlight of the whole tour which was included in the title of the tour. I told him that offer wasn't acceptable.
I spoke to the other parties in the tour, and I ask them if that the same offer was extended to them and all of them 4 in total said they didn't have that included in their tour, which makes it obvious they put us on the wrong tour. Right after this finding, I went into the palace website, and it clearly said open until 6pm, furthermore not only we weren't taken to the palace tour, but neither to the Heritage village that was also part of our itinerary. We feel like we were lied to and done wrong. Your company didn't give us the service that your promised on your itinerary flyer in the amount we paid for.Another thing that I want to point out to you is that you tour guide lacks a lot of knowledge of the history of the places and have no answer for the question and he stops the car and excuses himself to go and pray and later in the afternoon he stops the car and left us in the car waiting for over half hour while he went to eat. I made a formal complaint over a week ago to the # provided by the tour guide and so far I haven't received response. I also sent a formal complain to Viator.com which it was the site where I bought the tickes.