San Francisco, California
This was a usual hop on hop off bus experience, which is great by itself. However it was seriously deficient in the written information given to passengers. Haven taken Viator's hop on service in Rome and London, we selected Viator again for San Francisco because we had had such a good experience.
The very first line of the Location section of the itinerary states "Tour departs from any of the 17 stops" There is no map on the internet site or on the 4 pages of printed itinerary showing where the stops are or the route followed. The Time section states "every 30 minutes;" We had a choice of starting at Union Square, which started at 9:00 am. We chose to start at Civic Centre, since we had already seen Union Square. It was about the same distance to walk from our hotel. We were at Civic Centre at 9:00 am. At the most the wait would be 30 minutes. It was one of the coldest mornings of the year in San Francisco. At 9:30 there was no bus. At 10:00 am there was no bus. We were freezing cold. When I phoned at 10:15 I was told another 10 to 15 minutes. There was still no bus. I phoned again. They said 10:45. Finally the bus came at 10:45. This was a terrible experience. The guide said they would make it up to us. They did by giving an extra day. However I would have preferred not to have this terrible experience. It was upsetting. I was on holiday. I don't like to have such an upsetting experience. The itinerary could give the starting times for each stop. The itinerary could state that the passengers "must" start the tour at Union Square. If the itinerary had stated that the first bus at Civic Centre was at 10:45 we would have gone to Union Square. It is obvious after the fact that we were getting on the bus near the end of a 2 hour tour. This is not evident from the information given on the itinerary. It is very poorly written.
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