So it’s seems that Mr. David Mc Gee having no problems of cutting off some nice (guides) heads. This is my case too.
After 5 years of proficuos partnership with TbL, and many 5 stars comments (only one 4 stars in my 100 feedbacks), I’ve got so many trouble this year.
I had to refund about 4 tours, always because clients complaint for some silly reasons:
“….I did not the guidance they expected…” 50% refund
– I’ve always provided the same great job and my 100 positive comments telling a lot about the good services I’ve always delivered
“…I had not enough time to enjoy the tour and to see everything…You have to inform us better about the tour schedules….” 50% refund
– In all the booking and confirmation forms, there are clearly specified the itineraries and the last of the tours.
For the guest they accepting the agreements, there are no excuses about NOT respecting the timing of every single tour.
If people taking too much time in the first sights, probably there is not enough time to experience the next stops.
I’ve delivered so many extra hours, without charging one penny for this, also because the system NOT allowing us to calculate any eventual extra fees.
“…I could book a different guide for the same service, for much less price…” 50% refund
– So, why if clients might have so many “better” prices, they are NOT going to book with someone else rather than I?
Probably because some of them they learned about how to complaint and how to get easy refunds.
“….We expected you walking with us for much more times….” 50% refund
– As it is very well described in my bio and my tours information, I’m NOT a walking tour guide (but a driver/guide) and I’m NOT allowed to get into churches, nor museums, nor town, providing such type of guidance which, in many European country it is a business for other workers: the officially licensed walking tour guide.
“….We have paid too much for such type of tour….”
– Sure!!! You are booking through TbL system which charging you the 20% of fees, when you could easily make a research online and find most of the local guides, providing exactly the same great services for a very reasonable quotations.
So I’ve replied all the times to TbL staff to don’t give such easy refunds to the clients in order to NOT creating a precedent and making a bad vicious cycle.
I was ok with of taking a bad reviews (with the chance of reply of course) since sometimes “bad” experiences could happen.
The the answer has been always: “NO, because we take care of our reputation!”
So they are taking care of TbL fame, NOT allowing “bad” 1-2-3 stars reviews, keeping their good reputation, but using the money and the time of the guides.
No only, but it seems that TbL staff consistently influencing the comments system, which is NOT REAL anymore, but is filtered/moderated by TbL staff.
Congratulations!!
Remember
“….Money can’t buy happiness….”