Complaints

This profile includes complaints for City Experiences's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  City Experiences

  123 Chestnut St Ste 402 Philadelphia, PA 19106-3060

• 

  City Experiences

  401 S Columbus Blvd Philadelphia, PA 19106-4300

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/01/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 26, my husband and I purchased a day pass ticket for a water taxi from ********************** we told them at the time we planned to take to ***************** them make a trip to the ***** and ***************, then return to *********,We arrived at ********** had dinner and returned to where we were dropped off, noticed that there sign was gone and called to see when the boat would arrive. The person who answered told us it should be there at 7:00. No boat! Called again and told 8:30. No boat! Called again at 9:00 to find out that no boat was coming. So we spent more money to find our own way back to ********* at 9:00 pm. We have made several calls to customer service and were were told that they would refund $28.00. Honestly that wont cover our ride back after being stranded. I would like to have a full refund for the ticket. Thank you for your help!***** ****

• Initial Complaint

  Date:10/01/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In June, I bought a ticket to get on a Potomac Water Taxi trip from ********** to ************* with my book club. I paid $40.70. Although they took my money, I never received an email that confirmed I bought the ticket. I never received the ticket either. I checked my junk and inbox. Nothing. I reported the charge to my bank, ***. They refunded my money temporarily and looked into it. After they looked into it, they decided to side with City Experiences and took back the refund. I reached out to City Experiences and explained why I disputed the charge. They told me that I cannot receive a refund.

  Business Response

  Date: 09/30/2024

  You have the wrong company. My company is "In *******************.". Please check your records. 

• Initial Complaint

  Date:08/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22087244
  
  I am rejecting this response because:
  I like to be refund for a full refund in the total amount of $200 admission fee that I paid for my fiance and I.  I do accept your offer to pay my dry cleaners bill in the amount of $14.00.  Also, for the embarrassment, humiliation and anger I endured on your ship I'd like to be compensated with a courtesy re-cruise.
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  
  k with ******************, who apologized and directed me to speak with ******, the food and beverage director. When I asked ******************, why ******************, hadn't been removed, he replied that they were short-staffed. Our night was utterly ruined. We didn't take pictures, go on the deck, dance or participate in any activities. I would like to be compensated for my clothing, I can provide the cleaner's bill totaled $14.00 if needed. Additionally, our admission cost for my fiancee and me totaled $200.00 I am also seeking compensation for the humiliation and embarrassment I endured.

  Business Response

  Date: 08/21/2024

  Good afternoon,

  We have been in contact with this guest and will compensate them for the dry cleaning and invited them to re-cruise.

  Thank you!

  Best,

  ****

• Initial Complaint

  Date:06/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We paid for a dinner cruise through Philadelphia in December of 2023. The Cruise was to take place on June 7, 2024. I called on May 30th to ask a question and was told that our cruise was being canceled because a large group rented the whole ship. We have been trying to get our money back but they keep saying that refunds are not given when a customer cancels their cruise. We did not cancel. We even tried to find another date. The only date they had available was Saturday the 8th. Our plane leaves that afternoon.

  Business Response

  Date: 06/27/2024

  Good afternoon, this reservation was made through a third party and was not booked directly through City Cruises Philadelphia, they will need to contact the 3rd party vendor for a refund.

  Thank you!

• Initial Complaint

  Date:09/18/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  City Experiences fast ferry to Provincetown from Long Wharf to Provincetown. I purchased two round trip tickets for Saturday September 2nd, 2023 and an emergency came up and we had to drive to Provincetown a day earlier. we did use the return ferry ticket but when I explained my situation to City Experiences and asked if they could credit me two one-way tickets they refused. I was not able to use the ticket and I could not get a credit. The supervisor I spoke to just said its their policy not to give credits for unused tickets. Before City Experiences took over the fast ferry it was run by Boston Harbor Cruises. They had a great company that would always credit an unused boat ticket. I have been taking the ferry to Provincetown for over 20 years from Long Wharf but will no longer be doing this. I will go forward taking the *** ***** Ferry from Seaport. No use in brand loyalty when the brand is no longer a caring company.

  Business Response

  Date: 09/21/2023

  Please note that the message from BBB went to someone in our Philadelphia office, rather than our Boston office, where the customer took the Provincetown Ferry.  

  My name is ***************************, and I am the Managing Director of Boston Harbor City Cruises in Boston. The correct email for me is: ************@cityexperiences.com, and phone number is ************. I emailed the guest, ******************, directly, letting him know that I had taken the liberty of refunding the entire amount of his order. In addition, I sent to ****************** two coupon codes valid for complimentary reservations on our Provicetown Ferry, and asked him to please try the service again, absolutely free.

  The text of my entire email is below, for your information.  Please contact me with any questions.  - ***************************

  Hello, ******************, and greetings from Boston Harbor City Cruises.
  
  I recently learned of the difficulty and poor service you received regarding your **** ************ Ferry tickets from September 2 (Order # ********).  I'm writing to apologize that we did not provide the refund you requested, and to do my best to make things right for you. 
  
  I have taken the liberty of refunding your entire order, though it may take a couple days to see the credit in your account.  I refunded $112.99 onto your **********, and also refunded $101.01 onto the City Experiences gift card you used in making the purchase.  (The gift card can still be used for that same amount.)
  
  In addition, in hopes you'll give us another chance, I am sending to you two comp codes that can be used to make complimentary reservations on ***** ***** Ferry in the future.  Each code is valid for a round-trip ticket; simply enter each code into the Coupon/Voucher section of our website when making a reservation for the Ferry. The two codes are as follows:
  
  ****************
  ****************
  
  Its only when we hear from our guests that we can improve what were doing, and in this case I'm truly sorry that we did not deliver the level of service you deserve. I hope that the refund and complimentary passes will go some way toward demonstrating our commitment to guest service...please give us another chance in the future.
  
  Thank you again for contacting us about your experience. Please contact me directly if you have any questions.
  
  All my best,
  
  *******
  
  ***************************
  Managing Director
  Boston Harbor City Cruises
  
  ************
  ******************************************************
  cityexperiences.com
  **************************************************
  
  

  Business Response

  Date: 09/22/2023

  Please note that our our company, Boston Harbor City Cruises (BHCC), operator of the Provincetown Ferry, sent an email directly to the guest who made the complaint.  The text of the entire email is below, for your information (some personal details are redacted). You'll also note that we have refunded the entire purchase price of the tickets the customer bought, and included with our email two Complimentary Provincetown Ferry ticket codes to use in the future.  Please review the email message below:

  Dear valued guest,

  I recently learned of the difficulty and poor service you received regarding your Provincetown  Ferry tickets from September 2.  I am writing to apologize that we did not provide the refund you requested, and to do my best to make things right for you. 
  
  I have taken the liberty of refunding your entire order, though it may take a couple days to see the credit in your account.  I refunded $_____ onto your credit card, and also refunded $_____ onto the City Experiences gift card you used in making the purchase.  (The gift card can still be used for that same amount.)
  
  In addition, in hopes you’ll give us another chance, I am sending to you two “comp codes” that can be used to make complimentary reservations on BHCC’s Ptown Ferry in the future.  Each code is valid for a round-trip ticket; simply enter each code into the “Coupon/Voucher” section of our website when making a reservation for the Ferry. The two codes are as follows:
  
  __________________
  __________________

  
  Its only when we hear from our guests that we can improve what were doing, and in this case Im truly sorry that we did not deliver the level of service you deserve. I hope that the refund and complimentary passes will go some way toward demonstrating our commitment to guest service...please give us another chance in the future.
  
  Thank you again for contacting us about your experience. Please contact me directly if you have any questions.
  
  All my best,
  
  **** Guest Services

• Initial Complaint

  Date:01/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Good Afternoon My name is ****************************On December 30th, my wife and I were so excited to celebrate our 27th anniversary here aboard the Spirit of Philadelphia as we got engaged on this ship. My first bite of the food I discovered a piece of glass in my mouth. I called the manager over to the table and he and another gentleman examined in on a napkin confirming it was glass. I also videod the shard. Initially, manager said he was appalled and was going to get someone to come and speak with me and that never happened. A security person recorded my name and address and phone number. I’m not sure if an incident report was filed but I haven’t received a copy. I felt stuck. We had shoved off and I had no choice but to ride it out for 3 hours. I was extremely uncomfortable eating anything else following this incident (not that an alternative meal was ever offered). At the end of the evening manager gave me the business card of **** ****** who apparently is the food and beverage director. I emailed and left voice messages but no one has returned my call. I am extremely frustrated with the lack of response to my situation and am reaching out to you for help. I spent $250 on these tickets and I'm at least looking to recover that. Sincerely, ***************************

  Business Response

  Date: 01/19/2023

  Our general manager has reached out to **. ******** and this claim has been resolved.