Hi Michael, I'm Dan, one of the founders of Localing and I'm very disappointed to read of your experience. I spoke to Angus after your tour a few weeks back and he mentioned having two Tasmanian locals and one Australian tour guide as guests but was still confident he delivered a great experience for you. I wish he had been aware earlier that there were issues or you had reached out to us as we share the goal of all our guests walking away extremely satisfied and we would have done our best to make it up to you.
We've been navigating an incredibly difficult time, rebuilding after lockdowns and Covid and this first summer back was both our business and our most challenging. We delivered more than 300 tours in January and nearly every guest walked away happy so it's very upsetting we couldn't count you among them. This is the worst review we've received in more than 10 years of operating in cities across the country - almost a thousand 5-star reviews, so it's really disappointing to read.
We're aware our tours aren't budget, but we pay our guides fairly, run luxury vehicles like the late model Audi Q7 you were in, offer morning tea, in car wifi and cover some lovely inclusions - in this case, we paid Viator commissions and tax and there's not much left at the end. From a cost perspective, they are excellent value.
Ultimately, you walked away unsatisfied so I understand why you felt differently. Like all our hosts, Angus has been trained to take the time to understand your needs and personalise the tour so it's strange he missed the mark here and we'll be reviewing this with him, as well as his driving practices.
Thanks for the feedback and please let us know if you will be back in Tasmania, Victoria or Byron Bay and open to providing us the opportunity to make it up to you.