ComplaintsforCity Experiences

• Initial Complaint

  09/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  City Experiences fast ferry to Provincetown from Long Wharf to Provincetown. I purchased two round trip tickets for Saturday September 2nd, 2023 and an emergency came up and we had to drive to Provincetown a day earlier. we did use the return ferry ticket but when I explained my situation to City Experiences and asked if they could credit me two one-way tickets they refused. I was not able to use the ticket and I could not get a credit. The supervisor I spoke to just said its their policy not to give credits for unused tickets. Before City Experiences took over the fast ferry it was run by Boston Harbor Cruises. They had a great company that would always credit an unused boat ticket. I have been taking the ferry to Provincetown for over 20 years from Long Wharf but will no longer be doing this. I will go forward taking the *** ***** Ferry from Seaport. No use in brand loyalty when the brand is no longer a caring company.

  Business response

  09/21/2023

  Please note that the message from BBB went to someone in our Philadelphia office, rather than our Boston office, where the customer took the Provincetown Ferry.  

  My name is ***************************, and I am the Managing Director of Boston Harbor City Cruises in Boston. The correct email for me is: ************@cityexperiences.com, and phone number is ************. I emailed the guest, ******************, directly, letting him know that I had taken the liberty of refunding the entire amount of his order. In addition, I sent to ****************** two coupon codes valid for complimentary reservations on our Provicetown Ferry, and asked him to please try the service again, absolutely free.

  The text of my entire email is below, for your information.  Please contact me with any questions.  - ***************************

  Hello, ******************, and greetings from Boston Harbor City Cruises.
  
  I recently learned of the difficulty and poor service you received regarding your **** ************ Ferry tickets from September 2 (Order # ********).  I'm writing to apologize that we did not provide the refund you requested, and to do my best to make things right for you. 
  
  I have taken the liberty of refunding your entire order, though it may take a couple days to see the credit in your account.  I refunded $112.99 onto your **********, and also refunded $101.01 onto the City Experiences gift card you used in making the purchase.  (The gift card can still be used for that same amount.)
  
  In addition, in hopes you'll give us another chance, I am sending to you two comp codes that can be used to make complimentary reservations on ***** ***** Ferry in the future.  Each code is valid for a round-trip ticket; simply enter each code into the Coupon/Voucher section of our website when making a reservation for the Ferry. The two codes are as follows:
  
  ****************
  ****************
  
  Its only when we hear from our guests that we can improve what were doing, and in this case I'm truly sorry that we did not deliver the level of service you deserve. I hope that the refund and complimentary passes will go some way toward demonstrating our commitment to guest service...please give us another chance in the future.
  
  Thank you again for contacting us about your experience. Please contact me directly if you have any questions.
  
  All my best,
  
  *******
  
  ***************************
  Managing Director
  Boston Harbor City Cruises
  
  ************
  ******************************************************
  cityexperiences.com
  **************************************************
  
  

  Business response

  09/22/2023

  Please note that our our company, Boston Harbor City Cruises (BHCC), operator of the Provincetown Ferry, sent an email directly to the guest who made the complaint.  The text of the entire email is below, for your information (some personal details are redacted). You'll also note that we have refunded the entire purchase price of the tickets the customer bought, and included with our email two Complimentary Provincetown Ferry ticket codes to use in the future.  Please review the email message below:

  Dear valued guest,

  I recently learned of the difficulty and poor service you received regarding your Provincetown  Ferry tickets from September 2.  I am writing to apologize that we did not provide the refund you requested, and to do my best to make things right for you. 
  
  I have taken the liberty of refunding your entire order, though it may take a couple days to see the credit in your account.  I refunded $_____ onto your credit card, and also refunded $_____ onto the City Experiences gift card you used in making the purchase.  (The gift card can still be used for that same amount.)
  
  In addition, in hopes you’ll give us another chance, I am sending to you two “comp codes” that can be used to make complimentary reservations on BHCC’s Ptown Ferry in the future.  Each code is valid for a round-trip ticket; simply enter each code into the “Coupon/Voucher” section of our website when making a reservation for the Ferry. The two codes are as follows:
  
  __________________
  __________________

  
  Its only when we hear from our guests that we can improve what were doing, and in this case Im truly sorry that we did not deliver the level of service you deserve. I hope that the refund and complimentary passes will go some way toward demonstrating our commitment to guest service...please give us another chance in the future.
  
  Thank you again for contacting us about your experience. Please contact me directly if you have any questions.
  
  All my best,
  
  **** Guest Services

• Initial Complaint

  01/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good Afternoon My name is ****************************On December 30th, my wife and I were so excited to celebrate our 27th anniversary here aboard the Spirit of Philadelphia as we got engaged on this ship. My first bite of the food I discovered a piece of glass in my mouth. I called the manager over to the table and he and another gentleman examined in on a napkin confirming it was glass. I also videod the shard. Initially, manager said he was appalled and was going to get someone to come and speak with me and that never happened. A security person recorded my name and address and phone number. I’m not sure if an incident report was filed but I haven’t received a copy. I felt stuck. We had shoved off and I had no choice but to ride it out for 3 hours. I was extremely uncomfortable eating anything else following this incident (not that an alternative meal was ever offered). At the end of the evening manager gave me the business card of **** ****** who apparently is the food and beverage director. I emailed and left voice messages but no one has returned my call. I am extremely frustrated with the lack of response to my situation and am reaching out to you for help. I spent $250 on these tickets and I'm at least looking to recover that. Sincerely, ***************************

  Business response

  01/19/2023

  Our general manager has reached out to **. ******** and this claim has been resolved. 

• Initial Complaint

  06/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 5 tickets for the "sights and sips" boat tour to be held on 6/11/22 at 6:30 pm in San Diego - for a Bridal Bachellorette Party. Total charge: 231.25 The girls went to the dock -and no boat! City Cruises cancelled the boat tour and did not notify my daughter. As you can imagine, my daughter and her girlfriends (Bride and Bridal party!) were extremely upset. I am very angry with the lack of services and professionalism displayed by City Cruises. This is the 2nd time we have had an issue with City Cruises. It is unbelievable to me that City Cruises didnt try to fix it Saturday night - and honor the 5 tickets on another one of their cruises that were going out that very night. I do not undertsand why they didnt call my daughter early in the day and advise her - and to at least let her know it was going to be cancelled and to give here and the Bridal party another option for the evening. I know City Cruises had her phone number on the reservation. Instead, the girls arrived at 6:00 - then incurred another 20.00 fee to take a bike/pedal cart down to the other end of the dock in hopes to speak with someone at the City Expereinces booth - and have their tickets honored. They were told by City Cruises that there was nothing they could do. Totally unacceptable. Please contact them and advise - thank you.

  Business response

  07/11/2022

  There is currently a compliant addressed to us that is not for the Philadelphia operation. It's for the San Diego operation in which I have no personal contacts from that operation to see if this situation was already handled. 

*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. ↩