Last Time to Book with Toby Tours of Louisville

1.0
With departure time only a little 20 plus days away, we get a message on our telephone recorder that our trip has been canceled. No 1:1 conversation (a message on machine), no personal follow-up with explanation or apology. Even when members of our party called back to ask for refund rather than trip credit down the road, still no explanation nor apology. And when the refund check arrived in the mail, only a check - again no letter of apology. For us, this makes the second time a scheduled Toby trip has been canceled near departure time. On the day after the final balance was due, we should have been notified. But from a public relations/business viewpoint, the trip should have gone. (Another option that one company uses - not necessarily the best, but yet a customer service gesture - $250 credit toward another trip for up to two years.) Yes, the canceled trip might have lost money, but the company would have recouped the loss in other trips that the customers would have booked. Our element of trust with Toby Tours of Louisville is gone. We will definitely go with another tour company and recommend such to our friends.
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#1108847 Review #1108847 is a subjective opinion of poster.
Location
Louisville, Kentucky
Service
Toby Tours Customer Care
Reason of review
Poor customer service

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