Dear Althea,
Firstly let me sincerely apologise for the less than exceptional experience you had last week. Your driver/guide, Nick is our newest team member and after extensive training and excellent feedback we felt confident that our exceptional service standards would be met. We are extremely disappointed that this was not the case for your tour.
We agree, there is no excuse for being late without contacting the customer and advising of the traffic delays due to bad weather conditions and there is absolutely no excuse for arriving in a vehicle that is not pristine and immaculate.
As a tour guide myself, I can assure you that our other driver/guides are flexible, knowledgeable and very competent at customising tours due to bad weather and can cater for clients who would like enjoy more locations that are off the main tourist trail. Again, it is extremely disappointing that you feel you missed some of the wonderful, hidden Sydney locations.
Rest assured, we will be working with Nick to ensure that this never happens again.
Please get in touch with me directly as I would like to personally offer you my apologies and a credit voucher for another tour.
Once again, thank you very much for your detailed and constructive feedback, we greatly appreciate you bringing this to our attention.
Kind Regards
Julia
Owner & General Manager
Sydney Private Day Tours