Full-Day Iconic Sights of LA, Hollywood, Beverly Hills, Beaches and More

I feel compelled to reply to this review because I do not feel it presents an accurate portrayal of what occurred. When Pedro booked his tour, he advised that he was visually impaired and would have a service dog with him. We voluntarily provided Pedro with an extra seat at no charge to accommodate his service dog. Further, while we do not usually have guides accompany guests at stops because they are required to stay with the vehicle, we voluntarily added an additional guide on this tour to accompany Pedro and the other guests at the stops. At the first stop, the guide accompanied Pedro and the other guests to the Santa Monica pier. The guide was talking to the entire group and when he was finished speaking he looked for Pedro and he was not there. We immediately called his cell phone, sent him text messages and messaged him through TripAdvisor. We called Pedro at least 20 times on his cell phone within minutes. We also immediately reported to the police and requested their assistance. We called his hotel multiple times and continued to call and text his cell phone. Despite his claim that he was “left behind” we had the guide stay behind searching for over 3 hours at the stop until we finally reached him at his hotel. At no point did Pedro turn on his phone or attempt to contact anyone - not our guide, not our customer service, not TripAdvisor and not his hotel. When we were finally able to reach him at his hotel and told him we have been trying to contact him, he simply said he had turned off his phone. He had no further explanation for why. We advised him that we had already refunded his tour and that we would provide him with a free tour the next day as well and he declined. Clearly this was unfortunate, but I firmly believe our company and our guide did everything in our power to both accommodate and then contact Pedro at every moment during the tour.