Sadly, this is my first bad review on Tripadvisor, I can only hope it will be my last!
I'll start off by stating that I assume, that this tour company is ranked #1 for a reason and being a person who's doing a thorough search prior to making a choice/purchase, their good reviews impressed me and that was the reason why I choose them for our shore excursion during our Mediterranean cruise stop at the port of Livrono.
I'm sure that if you get to do the tour you'll have a great experience, sadly that wasn't the case for us and it's a mistake that ended up costing us A LOT of money with no return!!
We opted to book with them a customized tour that included a pick-up from Livrno port, a tour at Carrrara quarries, transportation to Lucca with 2 hours of free time there and a transport back to Livorno port – all for a grand total of € 370 for 3 adults, which was paid for in advance (BIG MISTAKE!) via Paypal.
Communication with the tour company prior to the tour was great and everything looked rosy ahead of our arrival.
Having visited Tuscany area several times before, we were all excited and looking forward for this different experience.
Unfortunately, on the morning of our tour, our ship didn't make it to port due to bad weather – to be honest, we were amazed that such a big and modern ship (the Epic – Norwegian cruise line) wasn't able to make it to port and we weren’t expecting a bad weather (to this degree at least) in Italy this Late in June either.
The ship turned, headed back to sea and skipped this port.
We had no means of communications while on board, but either way, we had no knowledge of this port cancellation ahead of time and by the time we were notified about it and that the ship sailed away, the driver that was sent to pick us up would have already been at the port.
Upon our return home, I've contacted the tour company to check with them what are our options for a refund/partial refund, given that we didn't make it to port with no fault on our part.
They replied my email only after a second reminder email and stated briefly, that the way they see it, having sent a driver to pick us up and not showing up, they review this as a no-show and therefore they will charge us for the full amount.
For me, asking us to pay the full amount in this case, seemed to be unreasonable and unfair!
Don't get me wrong, I get it that they are based outside Livorno in Carrara (about an hour away) and therefore had expenses, hence I was more than willing to be fair and pay for that part (and then some), BUT NOT € 370!!
It just so happened that we've taken a privet transport a couple of days prior, for roughly the same distance/duration it took their driver to get from Carrara to Livorno and mind you, that was during the night when fares are higher, but even then, that special transport cost us "just" € 110.
And at the end of the day, it's not that we didn't show up, just because we didn't feel like it. We had no say in this port cancellation!
Taking all this into consideration, I have sent an additional email suggesting a fair compromise (in my opinion), in which they'll keep € 120 and partially refund us € 250.
It was sent last month and up to date (a month later), they didn’t even bother themselves with the courtesy of replying – IT SEEMS THAT ONCE THEY HAVE YOUR MONEY IN THEIR POCKET, THEY COULDN'T CARE LESS ABOUT YOU!
IN SUMMARY;
If you decide to book a tour with them and are either getting to Carrara by yourself, or if you don't mind risking whatever amount you are required to pay in advance, then go for it, based on other's reviews I can only assume (and hope) you'll enjoy it.
BUT, if you are traveling via a cruise ship or care about your hard earned money, then I suggest that after reading this review, you'll save yourself the trouble and disappointment and book this tour / shore excursion with another tour provider.
You should book it with another tour provider who do have a decent customer care before, during AND after the tour/booking.
And equally important, another tour provider, who offers a fair cancellation policy towards cruisers!!