We arranged to meet up with our guide at 3.30 pm but on the day in question, we found on arrival, that the cemetery had been closed because no water supply was available (?) Although we had arrived at the agreed meeting point (the white columns at the main entrance), we could not find our guide. We had given no name or description by the tour organisers. I have since tried to obtain a refund, but they have refused, totally refuting my claim that the cemetery was closed and insisting that our guide had been present. Do not book with this company!
Response from the operator · BuenosAiresFreeWalks
Sir, I would like to respond to your review in detail, particularly since you have posted this same complaint twice under two different user accounts.
On the day you booked your tour with us, our tour took place as scheduled and without any issues. Several guests attended and enjoyed the tour, including guests who booked through the same platform as you and experienced no problems whatsoever. We have the group photo, the guide’s report, and all the corresponding records. Naturally, had there been any issue with the tour or had it not taken place, we would have been fully aware of it.
I personally took the time to contact you via WhatsApp because I found it very unusual that you stated that the cemetery was closed, considering that we conducted a full two-hour tour there that afternoon without any problems. Given your insistence on this point, we spoke with the guide and I even contacted the cemetery authorities directly to understand what might have happened.
We had not one, but two guides waiting at the designated meeting point at 3:30 PM, exactly as stated in the tour instructions. The group entered the cemetery at approximately 3:40 PM without any issues, and the complete tour was conducted as scheduled.
According to the cemetery authorities, sometime after our group had already entered, there was an electrical outage affecting the ticket office and the water supply to the cemetery restrooms. As a result, they decided to close admission to new visitors shortly after 4:00 PM. The cemetery normally closes admission at 5:00 PM, while visitors already inside may remain until 6:00 PM.
Our group, however, had ALREADY entered the cemetery well before this happened and completed the tour without any problems.
The only reasonable conclusion I can draw is that you arrived significantly later than the scheduled meeting time, whether because of an issue on your end or perhaps because your phone or watch had not been adjusted to local time. Of course, I have no way of knowing exactly what happened. What I can confirm is that you could not have been at the meeting point at the scheduled time, as the tour did take place and the rest of the group joined it normally.
It is unfortunate that you did not contact us via WhatsApp or email using the contact information we provide. We respond very quickly to our guests, and had you contacted us at the time, we could have tried to offer you an alternative.
Our commitment to our guests can be seen in the thousands of five-star reviews on our profile. In your case, we would likewise have had no problem trying to find an alternative solution. However, the description of events in your review simply does not correspond with what actually happened that afternoon: the tour took place as scheduled, the group entered the cemetery normally, and several guests participated in and completed the tour.