I don't normally post negative reviews, but I believe this situation merits sharing to help prevent similar frustrations for other users. This review is not about the tour itself—which my family and I were not able to participate in—but about the misleading information provided during the purchase process.
When booking the Milan Segway tour, the description explicitly stated that it was suitable for "families with children aged over 11." For context, we are a family of six, and our youngest child is 11. We even took a similar Segway tour in Valencia two years prior, where our then 9-year-old son could participate without issue.
However, when we arrived for the tour, the operators denied service to my 11-year-old son, claiming that the terms and conditions specify a minimum age of 16—a detail I was able to confirm only later. I respect businesses having rules, but I take issue with misleading information, especially when it's so blatant.
At this point, it's unclear whether the responsibility for this misrepresentation lies with TripAdvisor or Fat Tire Tours. Nevertheless, it's evident that one (or both) parties provided inaccurate information, and, disappointingly, it appears no one is prepared to own up to this.
The solutions offered were far from satisfactory: 1) Exclude our youngest son, or 2) Have him follow the tour on a bicycle. Neither option was acceptable to us, leading us to forfeit the tour—a decision that couldn't be reversed as we hadn't canceled 24 hours in advance.
Even after presenting the misleading tour description to the operator—who kindly reported it to their supervisor—their stance remained unchanged. They continued to deny the service, citing the 16-year-old age limit in the detailed terms and conditions, and overlooking the confusing description that seems to invite 11-year-olds.
The bottom line: I spent $555 USD on a tour that my family and I never got to enjoy, and it seems unlikely that a fair resolution will be offered.
Having used TripAdvisor multiple times, my trust in the platform's reliability has been seriously undermined following this experience.