This review is for the customer service that I have received from Frank, the owner of Royal Palm Tours of Miami. My group of 10 ladies traveled to Miami in December and while there we planned to the bike tour. I spoke with Frank several times prior to our trip to confirm our tour as well as paying him a deposit to secure our slot. Several days prior to our trip, the weather forecast didn’t look too great and Frank even said so himself. Our tour was scheduled for that Saturday as we were returning home the next day (Sunday morning). Saturday morning before the tour, Frank and I spoke several times in regards to the weather. We both agreed that we would still meet at our hotel in South Beach despite the rain.
Florida is famous for its raining so we thought it would just pass by. Frank came to our hotel around 10 am and by this point, it was rainy, windy and chilly. Not great bike weather so we agreed not to do it. The weather forecast predicted rain for the entire day. Despite this, Frank was willing to come back and still do our bike tour later on that afternoon if the weather cleared up. Frank and I spoke later on and we both agreed that this day was just not going to work for the tour. He apologized (obviously not his fault about the weather) for not being able to do the bike tour. We were really looking forward to it and there was nothing we could do about it.
Before Frank and I hung up the phone, he agreed to mail me a check for a refund of my deposit for the tour that never happened. It is now almost 2 months later and I have not received anything from Frank. I have emailed, called, and texted Frank regarding my deposit and he has not answered ANY of them. I do believe this tour would’ve been nice based on his enthusiasm and past reviews, but this is not the way to conduct your business. I am very upset that he has chosen to not reach out to me and this is purely unacceptable.
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