William ShannonUnited States
We had asked for an accessible tour as my husband is in a wheelchair, and John was not prepared for that type of tour. John acknowledged that he knew about the wheelchair, but thought my husband could still walk a little. We lost an hour trying to figure out if there was an elevator in one of the metro stations in order to take a train to Old Montreal. John was knowledgeable about what he shared, but we only received 2/3s of the tour and it was quite frustrating.
TOUR GUIDE RESPONSE: Dear Mrs Shannon: I share and am sorry for your frustration. Your comments in the booking form only said "in a wheelchair", a situation which I am well used to encountering. The problem which was not stated was that we would not be able to use any escalators, compounded by the fact that it was impossible to find the elevator which supposedly was in service at the Place Bonaventure Metro station. It is fair to say "lessons learned" for both parties. I am sorry to have disappointed you.
TOURSBYLOCALS RESPONSE: The customer has been provided with partial compensation for not experiencing the full tour experience they had expected. We are confident that this issue will not happen again in the future with John. Thank-you for your comments and suggestions.