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Tour Guide from Hell a crook
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I wish I could leave zero stars. We had the tour guide from Hell named Marco. Although we had our print out of the trip contract with us, Marco demanded that the three of us each give him in cash an extra $8. That added up to $24. When asked for what he said said it was in the contract in the fine print and we had to pay it. He held an open business sized envelope literally under our noses until finally our guest, who was visiting and has cancer, put her own U.S. money in the envelope because she was becoming upset. We didn't find this $8 in the contract and still don't. We asked Marco if was a tip or gratuity. He denied it was and, when I wouldn't quit pestering him, he finally said it was a "service fee." We asked if it was for him. He said "no." We asked what the difference was between a tip and a service fee but he ignored us. Later, on the ferry, he showed me on his cell phone where it supposedly said this. Much to his surprise I took his phone, enlarged his screen, and it did not say this at all! He had some page up that wasn't available to us when we agreed to the tour that "suggested" a tip of $8 each for him. It only said "suggested" and why hadn't we seen this before? I'll tell you why. After talking to about a half dozen people after this trip, we finally found out that you have to keep clicking on not obvious or marked spots on their website to get to this hidden part about a suggested tip. Believe me, we are computer savvy and this was purposely not exposed to us for a reason. We even called the company back and played liked new customers and asked what our complete and total costs of the exact trip would be. This $8 was not part of the fee and the fee was the exact amount shown on the website as we could see it. I finally talked to someone named Kendy who told us that we should not have had to pay it, that it was in fact a tip for Marco but that it was only a suggestion, and he apologized. He had no explanation as to why Marco demanded it from us and lied to us about what it was for but said he would conduct an investigation and get back to us. I told him that Marco should be fired. Two weeks later, after hearing nothing back from him, I called to see if I could find out what was going on. I got a hold of Kendy who claimed he tried to call us three times. This is a lie. Then Kendy put me through to someone who spelled his name Vincent but didn't pronounce it like that. This Vincent guy had to be told the whole story again but he finally did issue us a refund of $24. I had him do this while I stayed on the phone and he sent me an email confirming the refund of $24 Canadian dollars. I also told this Vincent person, just as I had told Kendy, that Marco called us "old people" and got very rude to several of the tour members, that he demanded this "service fee" before the trip was even close to over, and that the bus had broken down and we were almost stranded but he was going to get his tip regardless. Still they have not fired this creep who literally embezzled money from us. Well, we are done with them. Don't do business with them. You'll be sorry if you do.
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