I apologize you feel you didn't get what you paid for. Our company had every intention of fulfilling exactly what you bought - a ticket to Alcatraz, a Cable Car ticket, and a 1.5 hour walking tour. I'd like to explain so you don't feel "ripped off" by us.
It took a little bit of digging around but we found the miscommunication. We try to ensure through multiple communication that all clients who purchase this understand that they are to meet the guide at the meeting point very close to Alcatraz Landing, but unfortunately, it seems you went directly to the ticket booth at Alcatraz. We are looking at how to even further make this clear. Alcatraz is the operator of the cruises but not of the tour you bought. I hope that makes sense. We, as the tour operator have all your tickets for the day but I know they did give you your Alcatraz tickets. But they wouldn't of had your Cable Car tickets - your guide was with the group just across the street at the meeting point with them!
We really wished you had shown up at the meeting point and let us make your experience in San Francisco one that all visitors deserve!
Thank you kindly for your recommendation! We're delighted to hear that Eddie and Roberto made your visit to San Francisco easy and enjoyable. We hope that you enjoyed the rest of your time in our fair city and that you will come back again soon!
Thank you for taking the time to tell us about your personal experience - we strive to create enjoyable, stress-free tours for all of our guests.
We firmly believe we are giving an extensive amount of information at the meeting time for Alcatraz that allows clients to have a great day! We provide maps of the cable car lines, eating recommendations with a map and all guests are encouraged to take a picture so they have it in their phone right in the palm of their hand.
We are genuinely sorry to hear that you felt it was too much walking - perhaps our product wasn't the right fit for your limitations and if that wasn't clear when you booked via Viator, we are looking to see what can be updated to make it even more clear. We are a walking tour company (We are called "Walks"!) so we do in fact, walk. But we do find all the best streets with minimal inclines and declines. Some small inclines/declines on Chinatown are unavoidable.
Unfortunately, the cable cars do not have numbers and they do not depart at exact times. Our maps show clearly where to get on and off them and their line names. Since the product you purchased does not include a private tour guide for the entire day, we thought this sufficient but we are happy to see what we can do so people don't have to feel like they "have to find it on their own!!!"
Moving forward, we will work hard to ensure that this situation doesn't adversely affect anyone else's tour experience. We appreciate your feedback, and hope that you enjoyed the rest of your time in San Francisco.
All the best,
The Walks Team
We came on this tour at he end of August, and it was a fabulous day out! Have been to San Fran before but never to Alcatraz, so seeing the penitentiary was very cool. I loved the added extra of the China Town tour, our guide LeAnn was brilliant! Full of knowledge, you could see her passion for her hometown!! Would definitely recommend :)
We too think LeAnne is brilliant and love that you could see how passionate she is about her hometown - that's the people we align ourselves with here at Walks. Thanks for taking the time to write your review and definitely come visit us in other places in the world!
Loved the Alcatraz tour. Spent 2 1/2 hrs on the island. Had lunch at Pier 39, walked around, saw the sea lions. Met back up with the tour at 4 pm and toured Chinatown for 1 1/2 hrs. A lot of history and got to sample a fortune cookie. Then took our Trolley ride back to Fishermans Wharf. Perfect day.
Thank you for letting us know about your time in San Francisco. We would have been happy to add you to another day for the Chinatown tour with a simple call to our Guest Experience department if you spent longer than expected at Alcatraz. Thank you again for your review.
Eddie is such a valuable part of our Walks guide team here in San Francisco and he knows so much about Chinatown and each of our eclectic neighborhoods. We hope your stay in San Francisco was great both in our company and without!