How To Ruin a Tour, But Leave A Great Impression

If you’ve been keeping up on Instagram and Twitter, you know we took a trip down to Las Vegas about a month ago and had the opportunity to escape the city to see the Grand Canyon in Arizona for a day. It was great to finally experience The Strip, see the zombies sitting in casinos at 6:00am (still, or already?), drink a Fat Tuesday while walking down the street, make $40 off of $10 at a Roulette table (at our hotel, Caesar’s Palace), get a tan by the pool, and take every risky photo possible at the Grand Canyon.


Though my Instagram feed would imply that the trip was perfect from start to finish (isn’t that the point?), there was definitely a hiccup.


We booked a tour with Gray Line Las Vegas for our day at Grand Canyon, and it just seemed that everything didn’t go according to plan. From the lack of hotel pick-up, to surprise delays at the Visitation Centre before entering the park, and an extremely lengthy hotel drop-off (which resulted in us getting off the bus early and walking to our hotel), as well as just two stops of 1-hour each to see the Grand Canyon, it was no doubt that we were not happy campers when got back to our hotel at 11:00pm after having left at 7:00am.

I’m an extremely opinionated person, always have been, so I did what I do best: I shared my opinion. On Twitter. What I didn’t realize, is how what followed my tweet was going to change my whole perception of Gray Line Las Vegas.

As we were heading back to our hotel, I was sure I would never get caught dead on another tour with this company again. But, to my surprise, I had a direct message waiting for me on Twitter, requesting my availability for a phone call with the CEO the following day.

Like I said, I love sharing my opinion, especially when it’s an opportunity to give feedback (the greatest gift), so I was all for having this phone conversation. The next day, Daniel (the CEO) and I got a chance to talk on the phone. The conversation was by far the best customer service related chat I’ve had in my whole life. He listened as I ran him through everything that happened the day before on our trip, told me what was part of the plan, and admitted to the moments that were far from perfect. And I think that’s the thing most companies are scared to do, admit their faults.

Not only did he hear me out, but he wanted to make it up to us for our not-so-perfect experience, and went out of his way to send us on a different tour with his company. I think it’s worth mentioning that this phone call happened at 12:00pm, our flight home was at 11:30pm that same evening, and we still managed to squeeze in a tour.

Best of all, Daniel gave me his blessing to write this super honest blog post about the whole experience, and encouraged me to be completely honest with my readers.

So there you have it. We took a tour, got back to our hotel really upset, but within 24-hours, our faith in Gray Line Las Vegas was restored.

Just like humans, tour companies deserve second chances too.


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