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Business's response - on 2/28/2012
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We have conducted our own internal investigation and located order #E-58991 as the matching order to this case. Per our reservation notes:
Customer did not show up for pick up at Hilton.
Talked with Michael (Tour Manager).
Other guests were picked up at Hilton on time at 7:30 a.m.
Tour guide Jeff Ma was at pick up at 7:30 a.m. until nearly 8:00 a.m. and did not see this customer and called guest's UK phone. Guide A man picked up the UK phone and said it was a UK number and not guest's number.
Tour guide came back to hilton at 8:30 a.m. before officially departing to Hualapai to check if guest showed up again. Guest was still not at the Hilton.
Guest told me they were not at San gabriel Hilton anymore and that they were in downtown LA now. She claims she went to downtown LA to get a payphone because she could not find a payphone around San Gabriel Hilton.
Distance from downtown LA to Hilton is about 40 minutes - 1 hour drive.
San Gabriel Hilton concierge confirms all guests may borrow front desk complimentary phone.
San Gabriel Hilton concierge confirmed payphones are available in lobby area connecting to plaza as well as outside.
I believe this guest did not show up on time for the tour and was not at the correct departure location for the tour.
No refund can be offered on the day of the tour.
We have provided all details necessary for the customer to join the tour as she had selected for her booking and as was indicated on her e-ticket. We cannot be held responsible for customers that are no-shows for tours. We regret that the customer could not join the tour. We appreciate the opportunity to further clarify the situation.
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