exp11 reviews

Late arrival, early relief 25 April 2026

it pushed reminders, which felt useful, but it also made me rely on notifications rather than a phone call. When the slot came and went, I messaged them through the app straight away and waited. At first their replies were all form copy — “we sent a cancellation” — which felt dismissive, because I hadn’t received any cancellation anywhere, just the reminders telling me to get there. I killed an hour and a half waiting, which is irritating when you’ve planned other things around a set time on a trip. I was skeptical, frankly, that they cared. Customer service wasn’t brilliant in the first round; I had to chase them and the answers were slow and a bit circular. The turning point was when they stopped with the one-line replies and actually offered a concrete option: a credit for the missed tour and a polite apology, plus the chance to reschedule if I stayed longer in the city. It wasn’t perfect — I couldn’t take their suggested new date — but the credit was fair and, after a pause, I felt they’d taken responsibility. Small things still niggled, like the lack of a phone call that morning and the app reminders for an event that had supposedly been cancelled, but the refund/credit made me less cross and more willing to use GoCity again, provided I double-check by phone next time. If you book with them, don’t assume everything is set until someone speaks to you on the day — but if something goes wrong, they do seem prepared to sort it out, eventually.