ComplaintsforShore Excursions Group, LLC

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Booked 3 excursions and the interruption insurance. 1st excursion: We show up at the tour counter (The Hidden Paradise of Sayulita) and were told our tour already left - even though we were the only ship in port that day, arriving at 10am Mexico time with a tour time of 9:45am and the other 2 people registered for the tour were also standing at the counter learning they could not attend due to a medical issue (not wheelchair friendly). They showed me the list of people registered which included our party and the other people standing there. This tour had not left, I greatly believe this was a bait and switch because they immediately began trying to sell us a lunch tour for more money. The staff called someone and spoke another language, then told us the tour had left without us. Our ship docked after the time listed for this tour that morning and they should have either waited for us due to a late docking time, or refunded us.We immediately contacted our travel agent who sent the form to make a claim, he was profusely apologizing for our (1st) experience using ShoreExcursionsGroup. We filed a claim for this tour on 9/16/2024.The next day we arrived for our tour (Old Matzatlan Walk) and could not locate anyone, so we walked around town by ourselves. We later learned from the website this tour was canceled, but we were not notified. We filed a claim for this tour price as well on 9/16/2024.Our 3rd tour was cancelled due to the tour operator, as there were to be high waves the next morning and we were unable to go out on the water. The tour operator was professional and indicated our tour fees would be refunded.

  

  Business response

  10/22/2024

  Thank you for reaching out to us, and we sincerely apologize for any inconvenience this may have caused.
  
  Our management team has approved refund. The remaining amount of $162.00 has now been processed for a refund to ***** ****** Mastercard card ending in 2565, and it should reflect on your account within 3 to 5 business days.
  
  If you have any further questions or concerns, please dont hesitate to contact us.

  Customer response

  10/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of transaction 9/9/2024 The cost was $115 per person. There were 3 of us for a total of $345.(This was the description advertised) *******, a fun-filled aquatic park established in 1999, is one of the coolest spots in ********. On this six-hour Kusadasi shore excursion, you get to enjoy the top-rated facilities, activities, and rides that make this water park a popular destination. This is also the largest and biggest aqua park in all of Europe. This Kusadasi tour is perfect for families or small groups looking to have a personalized adventure and some fun in the sun.Enjoy comfortable, air-conditioned travel between your port and the ****************. This tour includes the park's entrance fee, with all-day use of the exciting facilities and rides available. Make a splash in the cool blue wave pool, where you can catch a wave of excitement in a sand-less, salt-less, and shark-less pool. If you want to get your adrenaline pumping, make your way to the top of the exhilarating slides. Maybe you prefer to simply lie back and relax. If so, the Tropical Lazy River Pool awaits you with fascinating views and peaceful waters.Feel the rhythm of a musical shower at the energetic Rain Dance attraction, which is sure to get everyone splish-splashing and dancing. Over 18 acres of rejuvenating fun with more than 20 exceptional rides and attractions are yours to explore on this refreshing Kusadasi shore excursion. A wide range of food and beverage options are available for purchase inside the park, from Turkish specials to well-known international *********** this Kusadasi shore excursion now for an unforgettable family vacation that's sure to make a splash in your life. Shuttle will be provided for the guests who stay at central locations. - The company did not show up to pick us up. We called the number provided on our tickets. The lady told us they were running late. She later said they were not coming. We asked for a refund and she refused.

  

  Business response

  10/01/2024

  Hello and good day. Thank you for your feedback, and we regret your experience. Please allow us the time to review the events of the day and provide you with a prompt resolution once we have completed our review.

  

  Business response

  10/01/2024

  Hello and good day,

  After review, it has been determined that a full refund of $345 for the ***************** will be credited back to **** ending in ****6093. Please allow 3-5 business days for the refund to appear.

  
  We regret your experience and hope to have the opportunity in the future for you to enjoy our amazing adventures.
  
  Thank you!

  Customer response

  10/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  08/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We purchased a shore excursion with the insurance we were not planning on my mom having to use a wheelchair when we had to get a wheel chair days before leaving we tried calling the number on the papers with no answer and had to to cancel because mom was unable to walk it. Had we not purchased insurance I could see being denied a refund but we purchased the insurance is being denied. we have tried getting multiple time emailing and calling and denied every time what good is the insurance?

  

  Business response

  09/03/2024

  Hello and good afternoon,
  Were sorry to hear about your recent experience and would like to investigate it further. Could you please provide your order number so we can review the details and get back to you with a resolution?
  Thank you.

  Customer response

  09/03/2024

   Booking number 1528267 

  

  Business response

  09/11/2024

  Hello and good day,
  
  We regret that you were unable to experience your excursion. However, we are unable to issue a refund because the restrictions for this tour are clearly outlined on our site, which states: 'This tour cannot accommodate (and is not accessible to) wheelchairs, motorized scooters, or strollers.' Additionally, since the order was purchased 4 months prior to the excursion date, refunds are only available if canceled up to 15 days before the scheduled tour date. While we understand this may have been an oversight by your travel advisor, we are unable to process a refund based on the information provided.

• Initial Complaint

  08/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 6/6/2024, I booked an excursion on the Twilight Bermuda Triangle Cruise. We were told that it was a short walk from the ship to the pier to get the boat. When we went to get the boat we found out that it was not a short walk but a longer one. We are 3 senior citizens with walkers and found that we could not walk that far. I feel that we were misled about the distance to the pier. Our travel agent reached out to the company and was told that they would not refund our money. It may not mean a lot to them but to seniors, it is a lot of money. We feel that AAA should support their travelers and their excursions. I am very disappointed in AAA.

  

  Business response

  09/03/2024

  Good afternoon,
  We regret to hear that you were unable to attend your shore excursion. Unfortunately, we cannot offer a refund, as the meeting instructions are straightforward and the location is a short 2-5 minute walk from the cruise pier, requiring no additional transportation.

  Customer response

  09/04/2024

   
  Complaint: 22157051
  
  I am rejecting this response because: I disagree that it was a 5-10 minute walk to the pier. I talked to some AAA tour guides , who have been to Bermuda many times, and they also agreed that it was farther to the pier. Especially for 3  women , who are all in their mid to late 70's and use walkers, with back problems. I had contacted the company and was told we would not have a problem and could use walkers.  They should not recommend this tour for seniors who have any physical problems as we cannot walk as fast or as long as younger people. If we had known that, we would not have signed up for this tour.  It was recommended that we no longer take any tours with this company, which we definitely will not. 
  
  Sincerely,
  
  *********************************

  

  Business response

  09/10/2024

  Hello and good day, We regret that you were unable to experience your excursion. However, as previously stated, we are unable to offer a refund. We have confirmed with our local operator that the walk to the meeting location is approximately 2 to 5 minutes and that the tour proceeded as scheduled that day.

  Customer response

  09/11/2024

   
  Complaint: 22157051
  
  I am rejecting this response because: I am disappointed in your response. Since you are unwilling to refund our money I will not pursue this. I will let AAA in ******* know the outcome. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  08/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I booked the private salmon fishing tour for 07/20/24 for my family in ********* **** cove ******. The site says you will have the thrill of your life time. It was ******** for a half day. The tour says it offers soda or water. When we asked if the captain had drinks he said drink the sink water. He lived on the boat and had zero personality. He went about 5 to ************************************************** the cabin driving. His boat motor kept shutting down. I have a feeling that is why we didnt go too far because the boat wasnt dependable. We caught one salmon for ********! We have a boat at home and fish a lot so this obviously wasnt the trip we were looking for. This was the biggest scam that I have ever been the victim of. That is almost ******** an hour for a crappy boat ride. I called and emailed customer service several times. They sent a ****** credit which is nothing compared to my time and money wasted that day. They didnt even tell me they were going to credit it, I noticed it on my statement and called them again. They informed me that this was all they could do. The website clearly states that they have a full refund money back guarantee if you arent satisfied with the tour. This is a complete lie. I am not a complainer normally but I dont want to see anyone else get scammed.

  

  Business response

  08/14/2024

  Good afternoon,
  
  Regarding this complaint, the full refund for the Private Salmon Fishing Adventure from *************, totaling $2,705.00, has been processed and should have been received. The initial refund of $405.75 was issued on 7/26/2024, and the remaining $2,299.25 was issued on 8/4/2024.
  
  The standard processing time for refunds is 3-5 business days. The funds were returned to the original method of payment: MasterCard ending in ****5584.

  Customer response

  08/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I had booked a cruise with Royal Caribbean for Mariner of the Seas sailing July 8, 2024. Due to Hurrican ***** our ship arrival was delayed. We had our tour time set for 10:30am local time and arrived at 11:00. We walked to the designated spot but found no one waiting so asked for directions. We were able to locate the office for Cozumel Fun Excursions, which was the company booked by Shore Excursion Group. When we arrived, they stated we were late, they waited for us and turned us away without any planned rescheduled time. When I looked on their website it clearly states they will either reschedule or refund us. They now refuse to refund me and when I contacted Shore Excursion Group, they too refused to refund us stating we were "no shows". The instructions on the e-ticket does not explain that a new time will be set and never say what that time may be. It only states to be 10 minutes early, which obviously we could not do. This company is scamming people out of money and refuses to hold any accountability.

  

  Business response

  08/14/2024

  Good afternoon.  We have refunded the order for the 'Mayan Extreme Park Zip and Sip'. You can expect the refund amount of $203 back to the Visa****3724 with 3-5 business days.  

  Customer response

  08/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a shore excursion with this company. I was at the business by the time listed on the ticket but no one was there. I call 3 phone numbers provided including an emergency number and no one answered.

  

  Business response

  05/14/2024

  The complainant booked tand paid through Shore Excursions, not through Five Star.

  At the time of booking it states there is a 24 hour cancellation policy, standard for the industry.

  Guest are told to be at our office at least 30 minutes prior to the departure time (see information on the Shore Excursion reservation request, attached).

  On the day of the tour the ship arrived on time and another couple that were also on the same ship made it to our office in time for the tour. They had also contacted our office via email and phone to make sure they would make the tour. 

  The complainant was called multiple times by our office staff but failed to answer the call. Our staff tried but were unable to leave a message. If we had been able to get hold of the complainant and had an ETA we may have been able to wait a reasonable time but we can't wait indefinitely as we had other passenger on the tour, including passengers from the same cruise ship as the complainant.

  Airlines, cruise ships, trains, buses and our business are all on time schedules. If they missed their cruise through being late, would the ship wait or give them a refund, the answer is no. We have rules and regulations for a reason as most respectable businesses do and most reasonable guests understand and follow the rules.

  We have been in business since 1985 and have an excellent customer service record. All guests are provided with the cancellation policy ,which they accept upon signing up for the tour. These guests were aware of our policy.

  Our office has no record of a call from the complainant and we tried several times to call them without success.

   

   

   

  

  Business response

  05/16/2024

  We regret that you were not able to participate in your planned excursion. We initially received a call from the guest's Travel Advisor on May 6th, advising our team that the ship was late to port, causing them to miss the tour. After review, it was determined per Marine Traffic that the ship did not arrive late but arrived at 11:19 am local time, which would have left enough time to meet at the instructed meeting place by the tour start time of 1 pm local time.  The local operator confirmed that information as well adding that he had other guests from the same ship make it to the meeting location in time for their tour and did not receive a phone call from the guest. They waited as long as possible without impacting the duration of the tour. Due to the information gathered from our review, we determined that a refund was not warranted as we had fulfilled our end of the arrangement and had a local representative waiting for the guest's arrival so they could participate in their excursion.

  Customer response

  05/16/2024

   
  Complaint: 21696234
  
  I am rejecting this response because: We were not allowed to disembark until well after 12 pm regardless of the time the ship docked.  The ship had announced that we would arrive to port at 12 pm and planned on disembarking after customs clearance which was expected to take an hour.  I was announced that the ship cleared customs around 12:30 or so.  When we left the ship, we were guided to busses waiting to take passengers to downtown.  There were a lot of people looking for taxis and other forms of transportation.  We were able to get space on the 2nd or 3rd bus.  We arrived at the door of the meeting place by 1 pm, however I had been calling the phone numbers provided as soon as we got off the ship to let them know we were on our way.  I call all 3 numbers provided including the emergency number provided but go no answer from any of the numbers.  I don't understand why the company is refusing to give a refund for a service they did not provide.   Passengers need to be able to trust that an industry that relies on cruris ships, to be flexible with arrival times.  We should not be denied a service due to the cruise ship custom clearance time.   It is misleading and unfair to subject passengers to this while the company is unable or unwilling to coordinate with the cruise ships. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  05/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We booked a tour in *************** with Shore Excursions group called "Highlights with Lunch". It was supposed to start 30 minutes after ship arrived. We found the tour desk and was told to meet back at 10 am. We came back at 9:52 am and was told the tour left without us. We said we were told to be here at 10, they said they would call " *******" the tour guide to come back and pick us up. We were led out to parking area where a van pulled up 15 minutes later completely full. I said we can't squeeze into that, can't we just get a refund? We were told there is another tour leaving in 15 minutes, we can put you on that. So, we agreed.We joined the other tour which only had 6 other people. The tour guide was fine and showed us the sites. He than took us to his daughters jewelry store to look around. He took us aside and told us to go to the hotel next door and asked us to wait 40 minutes so that he could run the other people back to the ship. You see our tour included lunch and was supposed to be 5 hours. However the tour they put us on was a 3 hour tour that people bought getting off the ship for $30, not the $59 we paid! We went across the street and decided that we didn't want to wait while he returned the other people back to the ship. In the meantime, the tour guide talked the other people into buying their own lunch and coming along for the ride. When we got to the restaurant, we were segregated by ourselves to eat alone, while the other six dined together. We joined them after we finished. While waiting at the hotel for the tour guide, I called shore excursions group and complained about our situation. I was on the phone for 45 minutes and finally said can you call me when you figure out a refund, she agreed. A day passed a no call back. I called again and was connected to ****** which said they had NO record of me speaking to anyone. He took the information and said someone would get back to me in 3-5 days. Still nothing, I have emailed

  

  Business response

  05/14/2024

  I do regret hearing this as this is atypical of the normal experience for our guests. We do take this feedback seriously and want to ensure similar things are not experienced in the future.  In light of this, we are going to issue a full refund of  $112.  You should receive the funds in 3-5 business days back to your PayPal.  We thank you for your patience and hope to have the opportunity to serve you in the future.  Thank you!

• Initial Complaint

  02/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We booked a shore excursion of **********'s ********** Mayan Ruins. We were told that the departure time was one hour after the ship's arrival time. The ship arrived at 8:30am and we were at the meeting point at 9:21am. They left without us and have refused to issue a refund.

  

  Business response

  02/26/2024

  Good afternoon. We are very sorry that you were unable to take your tour that day. We understand the frustration this may have caused.  It's important to note that on that particular day, we successfully accommodated 18 people from your ship on the same tour departure without any issues. Therefore, we regret to inform you that a refund cannot be issued.  Please be aware that the tour time is based on local time, and we acknowledge that confusion may have arisen due to the distinction between local time and ship time and empathize with the challenges you faced but we need to bring to your attention that this information is explicitly mentioned on your Electronic Ticket.   We apologize for any inconvenience caused and appreciate your understanding in this matter.

  Customer response

  02/26/2024

   
  Complaint: 21340158
  
  I am rejecting this response because:

  The number of other passengers on the tour is not at all the issue. The issue is that our ship arrived at 8:30am. We were told to be at the meeting point one hour after the ship's arrival. We arrived at the meeting point at 9:20am. The tour left without us.

  Sincerely,
  
  *****************************

  

  Business response

  03/05/2024

  We have documentation from Marine Traffic indicating that the ******* of the Seas arrived in ********** at 7:09 local time, with the excursion scheduled to start an hour after the ship's departure. The local representatives waited as long as possible before commencing the tour to ensure adherence to the schedule and provide a complete experience.  We have attached the documentation showing the arrival time of your ship on 1/12/2024.

  Customer response

  03/05/2024

   
  Complaint: 21340158
  
  I am rejecting this response because: The business is misrepresenting the arrival time. The ship's official arrival time was 8:30am. The "arrival time" alleged by the business is the time that the ship entered the port. However, the ship must tie up at the dock and clear customs before passengers are allowed to depart the ship. This process took well over an hour. When the customs clearance process was been completed, the captain announced to the passengers that the ship had arrived. That announcement was at the scheduled arrival time of 8:30am.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  01/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This company is selling shore excursions from cruise ships, but there are regular problems with their vendors. We have just had several problems, starting in ******* and continuing in *****, ******** and ***********. Based on our experience in ******* and *****, we canceled ******** and ***********. In the case of ********, the ship did not even stop there, they canceled due to bad weather.Even with the bad experiences at ******* and *****, and the ship cancellation at ******** due to weather, this company has refused to issue us a refund. They said there won't be a refund. However, I do understand the difficulty you had with ************** Nun's Valley and Seacliff Adventure excursion. We will offer a future 15% discount. You can refer to the order number ******* when you are ready to book again. As you can see, no reason or rationale was provided for their decision. We have no need for a single 15% discount because we will never use them again. Given the nature of what happened in ******* and then *****, we believe they should refund all three excursions ASAP. We are convinced this is the least they can do, and represents the best business practice in this case.

  

  Business response

  02/06/2024

  Good morning. We sincerely regret any inconvenience you experienced during your tours with us. We have taken the necessary steps to address your concerns and issue appropriate compensation.
  
  For the Premium Morning Snorkel and Sail Adventure in ********, we have processed a full refund of $49 to your **** ending in ******** on 1/26. This refund is due to your ship not porting in ********.
  
  Regarding your tour in *****, we understand the situation and will be issuing a 50% refund, totaling $90. You can expect these funds to be credited back to your **** ending in ******** within 3-5 business days.
  
  Please be aware that the tour in *********** is non-refundable, as stated in the terms and conditions on the e-ticket. The policy clearly mentions, "No refunds will be made to any Guest who fails to show up for an excursion departure at the designated time and place, or who leaves or otherwise does not use all of the services scheduled to be provided by an excursion."
  
  We appreciate your understanding and patience in this matter. If you have any further questions or concerns, feel free to contact us. We hope to have the opportunity to provide you with a better experience in the future.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩