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Recent reviews

candy leong

candy leong

Rated 1 out of 5 stars

My friend and I joined the Stonehenge and Bath tour, for which we paid £243.00. The service and treatment we received fell far below any reasonable standard. At Stonehenge, our tour guide, Kelvin, was preparing to leave without us because we arrived approximately seven minutes after the stated meeting time. Although he told the group to meet at 12:15 p.m., he did not make the meeting point sufficiently clear. As a result, we mistakenly waited at the Stonehenge shuttle-bus stop, where we met two other members of our group, a French couple who had made the same mistake. We boarded the shuttle at 12:12 p.m. and reached the coach parking area at approximately 12:22 p.m., only to see the coach already reversing out. Kelvin had apparently decided to abandon paying customers without first making any meaningful attempt to locate or contact us. I received no phone call, despite having provided a UK telephone number when booking the tour. This was completely unacceptable. Had Kelvin made even a basic effort to call us, the situation could have been resolved immediately. Instead, we faced the possibility of being stranded at Stonehenge and having to arrange expensive transport back to London through no fault of our own. To make matters worse, Kelvin then publicly humiliated us as we returned to our seats. In front of the other passengers, he made comments including: "We never leave anyone behind." "This is what happens when somebody decides to stay longer than they should." "It is an expensive journey from here to London." These remarks were sarcastic, unprofessional and entirely inappropriate. Kelvin showed no interest in hearing our explanation and instead chose to belittle and ridicule us in front of the group. We had not deliberately stayed longer at the site; we had misunderstood an inadequately explained meeting point, as had two other passengers. His behaviour made us feel publicly shamed and treated like a child rather than a paying customer. Furthermore, we arrived only moments after the French couple boarded the coach. Why the tour guide believed he had the authority to leave us behind without first attempting to contact us, particularly when our telephone details should have been available to the company. A professional tour guide should prioritise passenger safety and make reasonable efforts to account for missing customers, not threaten to abandon them and then use the incident to humiliate them publicly. We paid £243 for this tour and expected competent organisation, clear communication and respectful treatment. Instead, we were nearly stranded, publicly embarrassed and denied any reasonable opportunity to explain what had happened.