Michelle-alcatraz
Atlanta,#2UPDATE Employee
Thu, December 30, 2010
Sheila Henry purchased two tours with our company.They were the Beantown Trolley Tour in Boston and the USS Constitution Cruise from Boston. Please note that both reservations were placed after hours 1:43AM EST and 2:05AM EST. We processed and confirmed both reservations as quickly as possible, and both were sent within a timely manner.In this case, that was within 12 hours. Please note that we had no way of knowing Sheila Henrys travel arrangements, nor could we have processed these reservations any faster, as she booked them while our office and our vendors offices were closed.
We try our best to process orders as quickly as we can.In most cases, it takes less than a minute to process an order (even when the office is closed).Our systems are automated where they can be.However, some vendors have inventory controls and require direct confirmation, which we can only complete when our offices are open, as well as the offices of our vendors.Boat tours and bus tours are both limited in space (unlike a museum for example), and therefore may require direct contact from our staff to confirm space.
Having said that, our website and our terms both clearly state that an E-ticket will be sent within 72 hours and that it is the customers responsibility to download and print their E-tickets. Sheila Henrys E-ticket was emailed to her, was available for download on www.reserve123.com/tickets, and we even offered to fax it to our supplier for her.We are sorry that she left her home prior to receiving her E-tickets, but we provided valid confirmations in a timely manner, and no refund is due.We had to pay our vendors for Sheilas tours.We cannot get a refund.
Sheila Henry also states that we re-word different tours and it is very easy to book and pay for the same thing along with another tour attraction. This is absolutely false! The Beantown Trolley Tour comes with a free bonus tour. Our tour description clearly states: FREE BONUS TOUR - a Harbor Cruise from the New England Aquarium or the U.S.S. Constitution (Cruise operates May - October and is replaced by tickets to the Mapparium at the Mary Baker Eddy Library during the winter months).
Our tour information was very clear, and was provided to Sheila Henry prior to booking. We are sorry she didnt choose to read the tour descriptions fully before booking, but she purchased two final sale tours. We tried to assist Sheila Henry by offering to fax her E-ticket to our supplier, but ultimately it was her responsibility to obtain her E-tickets. We had to pay both suppliers for these tours, yet we did not file a Ripoff Report over the matter.
We have been in business since 1999, have assisted millions of travelers, and carry an A+ rating with the BBB in Atlanta (http://www.bbb.org/atlanta/business-reviews/travel-agencies-and-bureaus/alcatraz-media-in-atlanta-ga-7003850).We pride ourselves in providing excellent customer service.We have never ripped anybody off, and will never rip anybody off.We try our very best, although we recognize that you cannot please everybody all of the time.Please consider this and contact us if you have any questions about our services.We love travel, we are here to assist you, and we want to earn your business.