24 Apr 2024
I was booked for a tour on Saturday, April 20 for the Sagrada Familia in Barcelona. Unfortunately, I made a mistake and we arrived at the tour 5 minutes late. The tour was already gone, and since I had no way to contact the guide directly, it took a few more minutes to locate the number and contact City Wonders. By that time, I was told that there was absolutely nothing that could be done. The phone representative said that she could not call the guide, we could not meet the guide at that point, there was no possibility for a refund, and that the only thing she could do would be to rebook for a fee, but since there were no other tours available for the next week, that was not possible.
While I completely understand cancelling and refund policies and I take ownership of my mistake, I was appalled that a mere 5 minute delay would mean forfeiting an entire experience of an expensive tour. When trying to navigate a city, it is perfectly reasonable that people might make mistakes and sometimes arrive late. For example, I went on a much more accommodating tour the following day. I arrived early, but another couple was late, so the guide politely asked us all if we didn't mind waiting and she would call the couple directly. Having direct contact with the guide and allowing some leeway was, for me, the professional and accommodating thing to do.