Well, if ever there was a case of self-entitlement, this reviewer is a classic example. Regrettably, we did have to cancel their booked tour, as they were, in fact, the only person who had placed a reservation on this service. This information was conveyed to the guest 7 days - yes, a whole week - in advance of the tour date both in writing and via a phone call. Naturally, we expressed our apologies regarding the inconvenience, and offered a number of suggestions as to how we could assist with alternative arrangements which would ensure the guest would still be able to visit the attractions covered by the tour. We also offered to discount these services by more than 10% to ensure that the reviewer received excellent value for money.
To say that the response received was aggressive & self-entitled would be an understatement. The reviewer complained that they would now have to spend their precious holiday time exploring other options (which we had already provided suggestions for) and that they would let everyone know how unreliable Australian tour operators are (well, we suppose they have lived up to this particular threat).
While we responded to the reviewer's correspondence as a high priority (always answering within 15 minutes of receiving an e-mail) and offered suggestions as to how they could still cover the areas they were interested in visiting, apparently this represents "Aweful customer service".
As regards the claim that they only received a portion of their fare as reimbursement, this is genuinely preposterous. The Australian dollar is currently at its lowest rate in a decade, so it's hard to see how they could possibly have lost out on the exchange rate
Did we say self-entitled?