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Poor Etqiuette

Posted Mon November 28, 2011 12:00 pm, by J B. written to Gondola Getaway

Gondola Getaway
5437 E. Ocean Blvd.
Long Beach, CA 90803

I was excited to celebrate our anniversary on the Gondola Getaway in Long Beach. On October 28, 2011 at 5:00 PM, we received poor service that I should bring to your attention.
We had a reservation for 4:30 PM and we called the front desk, to let them know we will be late (had a hard time locating the destination, didnít realized that we were waiting at the wrong building, toddlers etc.) and hope they can accommodate us. The receptionist lady told us that we were fine and will accommodate us. When we arrived, Mike the manger told us that our ride will be cut short making our ride about twenty minutes long. Granted we were excited to received a coupon due to our tight budget but that doesnít make it right to cut our ride short due to a coupon. If we made a full price purchased, I would of been furious. And that night, clearly accommodation could have been made because there was nobody waiting after us. What is the point of a coupon if you can not use it?

I am extremely disappointed with the service I received that day. If you would please address this issue with your manger and I would greatly appreciate it if we got our full service that was entitled to us. We seriously enjoyed ride the little time we were able to get, however if I receive this type of treatment again, I will take my business elsewhere.
Thank you for your time in this matter.



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by MissUK Posted Tue December 27, 2011 @ 7:45 AM

Sorry, what is 'Etquiette'?

by texasgurl Posted Mon December 5, 2011 @ 3:17 PM

I don't get it. I know how hard it is to be someplace on time with
young kids which is why YOU have to accomidate for that fact. When my
sister has an appointment to get to she always starts getting ready
early so that the kids don't make her late. During the summer I have
to travel to differnt schools for my job and I always go the day
before to make sure I know where it is and time how long it takes to
get there. Then, I still leave early just to make sure I'm on time. I
know you can't to that every single time but it just seems logical
that you would do it in a case like this where you could loose money
for being late. And if you do take precautions and still end up being
late well that happens but that is your problem, not anyone else.

by DeeM Posted Sun December 4, 2011 @ 5:19 AM

I forgot to add to my earlier post; the only poor etiquette I see in
this situaion is not on the part of the business. Just because things
do not go the way you want them to does not mean the other party is


by DeeM Posted Sun December 4, 2011 @ 5:17 AM

All the other people after you on the schedule should not be put out
because you did not arrive on time. It brings to mind that beloved
phrase "Lack of planning on your part does not constitute an emergency
on my part".

When you are not on time for things sometimes adjustments to schedules
need to be made. In the future allow yourself ample time to arrive at
your destination in a timely manner. Failing to do this should not
result in any inconvienence to other customers.

You are fortunate they simply did not cancel your excursion


That's why I don't understand.. by Harleycat Sun December 4, 2011 @ 6:43 PM

Taking the short view by DeeM Sun December 4, 2011 @ 10:03 PM
by Jay S. Posted Thu December 1, 2011 @ 2:05 PM

JB, I want to thank you for your recommendation of the Gondola Getaway
in Long Beach. I'm planning to take a vacation there, and it's nice to
know that if I schedule a ride with them I won't be inconvenienced by
the carelessness of other customers.
Very helpful review!

by dg132001 Posted Thu December 1, 2011 @ 3:09 AM

Perhaps you should consider arriving to things on time. If you cannot
make it on time then don't expect to be able to throw off their
schedule. And no, it doesn't matter one bit that they didn't have
anyone waiting. Be respectful of other people's time and not just
your own.


by J B. Posted Thu December 1, 2011 @ 1:09 AM

thanks for your response. when the ride was cut short- when clearly
there were five other gondolas sitting there untouched, i felt upset
and angry. it made me feel that the company rather care about money
instead of their costumers. things happen and i am not perfect always
on time to everything especially with toddlers these days. like i
stated i will never do business with this company ever again.


A lot of times, arriving late for appointments means you have given by Steve OH (IO) Thu December 1, 2011 @ 11:47 AM

White Rabbit by Ramelle Thu December 22, 2011 @ 9:09 AM
by Grey_Mare Posted Wed November 30, 2011 @ 10:35 PM

I think it's time to give up the ghost on your argument. You were
informed, you chose to arrive late, you were accommodated as you did
receive a ride, however they balanced that by shortening it by the
amount you were late; completely understandable for them. If you had
been displaced by another customer demanding that their schedule was
more important than yours, I'm sure you would have been upset. The
company took steps to prevent that. Schedule another tour to enjoy
and be on time for that one.

by J B. Posted Wed November 30, 2011 @ 8:31 PM

Besides, I rather never do business with a company that will not
accommodate their customers and or even care about customers
satisfaction. We ended on the clock and surely there was no one
waiting. Thank you all for reading my post- hope the best for all.


There is a WORLD of difference by MA Bellamy Thu December 1, 2011 @ 12:34 PM

by Ticia Posted Wed November 30, 2011 @ 7:30 PM

Did you expect to see people waiting? They make tours by the hour. You
arrived 30 minutes after your tour should have started. But because
you didn't see anyone waiting, that means that there were no other
tours on that day?

Why would anyone be waiting 30 minutes before their tour was supposed
to start? I can see if it was 10 minutes before the tour but 30

by J B. Posted Wed November 30, 2011 @ 6:23 PM

It may be stupid or ridiculous to you, it is feel the way I feel. And
if we did the same exact thing, that I called and they said they are
willing to work with us without a coupon and knowing that they could
of made accommodation to give us full service because nobody was
waiting (which is pretty pricey), and chose not to. I will still feel
annoyed, very dissatisfied. I will definitely not do business with
them again. And will definitely not recommend their service to other

by J B. Posted Wed November 30, 2011 @ 9:53 AM

Bottom line we called and the company themselves said it was okay and
will wait for us half hour. Honor what you say. They will wait for us
because NOBODY was even there at the dock before and after we got
there. Even the gondolier was embarrassed to even do so because he
knew accommodation could of been made. If NOBODY was on the dock, and
we had to pay full price, I guarantee they would of try to make it
work out regardless.
Even at the most busiest place, ex. my facial, I was running behind
on my appointment and I called and they told me I can still make it
and gave me FULL service!


They Did exactly as they said they would by McJohn Wed November 30, 2011 @ 11:55 AM

And exactly how late were you? by RedheadwGlasses Wed November 30, 2011 @ 1:29 PM

" On October 28, 2011 at 5:00 PM" n/t by PepperElf Wed November 30, 2011 @ 5:33 PM

Thanks--so she was at least a full half-hour late. by RedheadwGlasses Thu December 1, 2011 @ 12:47 PM

you keep claiming you got cut short because you used a coupon. yet their POLICY CLEARLY STATES they cut you short if you show up late by PepperElf Wed November 30, 2011 @ 5:37 PM

late to the facial by PepperElf Wed November 30, 2011 @ 10:45 PM

by J B. Posted Wed November 30, 2011 @ 1:21 AM

True we ran a little behind. I am really glad we did not paid full
service. The front desk told us they will give us half hour to get
there because NOBODY was waiting or was even there. If it wasn't
possible to accommodate then I would understand, but they could and I
felt poor service on their part on doing so.


How is arriving 30 minutes late just a "little" behind? by PepperElf Wed November 30, 2011 @ 8:37 AM

by Harleycat Posted Tue November 29, 2011 @ 7:29 PM

This had nothing to do with a coupon. Bottom line, you were late and
got your trip cut short so that all the trips behind you would run on


by PepperElf Posted Tue November 29, 2011 @ 3:31 PM

You arrived late for a service that includes reservations and time

You claim they gave you "bad service" for not pushing your time slot
back to accommodate you....

Nice. I'm sure the other paying customers after you will be tickled
pink to have their reservations pushed back because of you.

Nope they won't mind at all. They will agree that your custom is more
important than theirs after all so they should all have to shift their
schedules to accommodate you.



by McJohn Posted Tue November 29, 2011 @ 1:09 PM

you arrived late, and just like the rules state the ride was shortened
to accomidate you.


by RedheadwGlasses Posted Tue November 29, 2011 @ 1:01 PM

I don't think the coupon had anything to do with it, and instead it's
about your arriving late.


by Casmly Posted Tue November 29, 2011 @ 8:31 AM

I could actually see some companies cheaping out and shortening a ride
because of a coupon. However, in this case, unless you were told
specifically that the ride was shortened because of the use of a
coupon, I think it probably had much more to do with you showing up
late. And let's face it, they did still accommodate you, they just
shortened the ride a bit. It really doesn't matter why you were late,
you were late.


by J B. Posted Mon November 28, 2011 @ 10:37 PM

by J B. Posted Mon November 28, 2011 @ 10:33 PM

"Depending on how late you arrive after your reserved time. If you
know you are going to be late, it is a good idea to call and let us
know so we can remain prepared to accommodate you."

We called and the front desk said it was FINE and that they allowed
half hour time slot for us to arrived there due to traffic and
their location. And we did arrived earlier but did not realized that
we were waiting at the wrong building! You have to go further down.

If it is not crowded and they were able to accommodate us then I did
not see any problem with giving us the full service?


You were in the wrong place by ST Tue November 29, 2011 @ 2:02 PM

by batmoody Posted Mon November 28, 2011 @ 9:23 PM

It doesn't sound as if your ride was cut short due to a coupon. It was
cut short due to you being late.

From their site: "What happens if we arrive late?"
Unfortunately, since the Gondolas run on a fixed schedule with very
little turnaround time, your cruise may be cut short. Depending on how
late you arrive after your reserved time. If you know you are going to
be late, it is a good idea to call and let us know so we can remain
prepared to accommodate you.

It even says to arive 15 minutes early.

Also, according to their cancellations page, they could have just
treated it as a cancellation and still charged you.

Instead,they DID sit around and wait for you, prepared to accomodate
you by letting you get in the rest of the time block you booked. You
arrived late which makes sense that your trip would be cut short.

You are not "entitled" to full service if you show up late.


Accommodation by J B. Mon November 28, 2011 @ 10:33 PM

Being at the wrong building doesn't count as "being there" by RedheadwGlasses Tue November 29, 2011 @ 1:02 PM

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