Dear Melanie
Thank you for your feedback.
Firstly might i apologise that you were unable to follow our directions, but they are the exact directions to our meeting point and have been used by thousands of clients since 2005, mostly without any issues. Indeed many clients who have arrived late use them to catch up with the tour and have frequently enthused how good the directions are. They are checked and if necessary revised every month to ensure that they are accurate.
There is in fact only 1 Aldgate East underground station which has 4 exits. Our directions clearly state that we meet outside exit 1 of Aldgate East underground station which is directly outside Aldgate Tower. We also give full step by step directions from the platform to exit 1 and direct your attention to the exit signs on the walls which clearly point in the direction of exit 1. In addition, we provide the post code and state that it is at the junction of Leman Street and Whitechapel High Street. We do know that there is a Whitechapel High Street and Whitechapel Road, but since we had nothing to do with naming the streets of downtown London, I feel it unfair to blame us especially since we specify Whitechapel High Street in our directions. Despite your statement that there are no street signs, there are in fact many , but they on the walls of the buildings as opposed to by the roads - both Whitechapel High Street and Whitechapel Road for example have several signs on them.
I honestly can't see what else we can do as you obviously didn't follow the directions provided , but by your own admission you followed an online map. We provide a Twitter link that has our own specific map with an arrow pointing to the meeting spot and a photograph of said meeting spot.
Had you followed this then you would have been directed to the correct point.
You also say that you eventually phoned our emergency number and a member of our staff then directed you to the correct point which is why we have an emergency number. If you had called it immediately on experiencing difficulties we would have helped straight away as customer service is our number one priority.
I will say that for most of the call you harangued our staff member about how terrible our directions were whilst at the same time complaining that you had seen homeless people who made you feel unsafe and you informed her that we should do the tour in a nicer part of town.
We had 4 guides on that night so there were 98 other people on the tour , the majority of whom found the meeting point with no problems as they followed our directions, but either way 1 phone call to our emergency number got you to the tour.
You also complain that the tour lasted 2 hours 15 minutes.We advertise it as a 2 hour tour but our guides encourage participants to ask questions and discuss the case which can sometimes mean that the tour runs slightly over. Many of our clients comment how they enjoy the interactive aspect of our tour. I think it slightly unfair to blame us for the fact you had spent your day exploring London and as a result you could barely walk.
Our tour is a walking tour and is advertised as such and if you were tired you could have let us know and we would have happily switched you to another night when you could have spent the day resting in preparation.
I'm glad you found your guide very knowledgeable.
I hope you enjoyed your trip to London
With regards
Richard