Abandoned my family with 2 small children at night with no where to stay and no transportation because of their computer error.
My family had a email confirming that we were to be picked up at 7 pm in front of our hotel by super tours. At about 7:15 no one had shown up. We called and they said we were supposed to be picked up at 5:30 pm. We told them that was not what our confirmed reservation said. They pulled our reservation up and said that, yes, their computer had emailed us the incorrect pickup time. No one bothered to call when we were not there at 5:30 also.
At this point I explained that my family with small children had no means of transportation in the city we were in and asked what they could do to help. Would they help us rent a car? Get a hotel? They offered no help. They never even acted sympathetic. They said they would either pick us up the next day or not charge us for the trip that we didn't take because of their admitted error.
I said that was not acceptable, that they had some responsibility to help us solve this problem and they could not just abandon our family with small children to figure out what to do that night with no assistance. They said they could simply do no more.
Finally, a supervisor agreed to at least refund our entire charge (to and fro, we were trying to get back home) to help offset the cost of whatever my family had to do that night. Not great, but something.
Luckfully, we found a car rental place open late and were able to just get in before they locked up for the night. In the middle of us scurrying around to do that, the same manager called back and basically said she changed her mind and would only refund the portion of the trip we missed and proceeded to refund us 48% of our round trip charge. I know that's only 2% less than half but the fact she took the time to call back when she knew we were scrambling around to fix their mistake, to rescind her offer of a full refund to give us a 48% refund was just so indicative of how little they cared about the situation they put us in.
Our children cried because they were scared when we had that hour where we had no idea what we were doing.
Please, do me and yourself a favor. Don't use this company. I don't want anyone else to have to be treated so poorly.
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