Alcatraz Cruises Avis 

Deserves no stars. Worst fly infestation ever. Never seen so many angry customers. Dishonest business and easily worst experience I have ever paid for. Will be seeking refund.

Came for a family birthday event, as soon as we sat down got harassed by personnel stating I immediately had to throw out my drink. It was my fault not seeing the sign ( which was not visible and the security somehow didn’t reinforce) but very aggressive in front of our children. I stated that I will be throwing out the drink but needed a minute to sit from having a bit of discomfort that day. Didn’t bother to what I said but started ordering that I can’t sit with the drink and called his manager right away. The immediate reaction was to let him throw the tantrum and wait for the manager as he didn’t give us a chance to speak for a minute. When my husband asked why coffee in the mug was ok but not enclosed coffee with the paper cup with the lid wasn’t allowed, the attendant couldn’t explain and proceeded to say he doesn’t make the rules. Funny thing is, you’re able to purchase food and drinks and board off the boat and eat in the same area but he was giving me a hard time for a potential spill from my enclosed coffee. The manager came and understood immediately it was the attendees attitude that made things unnecessarily stressful and stating a simple ‘please’’thank you’ from him would’ve gone a long way. She de escalated the situation and left us. Prior to boarding I disposed the coffee without a single drop but left with a bitter experience. Some people need training how to speak to their customers and learn the difference between politely asking & explaining rules vs ordering people around

I attended the sunrise ceremony today. While it was beautiful, I take issue with our Elders being called "fat and lazy" by the British redhead with the name tag Mark. We do not pay to be insulted and especially on a day of such great reverence to our peoples. This was unacceptable and even if your staff thinks pushing for a union will allow them to treat BIPOC in such a manner, it is your job to ensure this company provides safe and respectful passage for ALL of us with disabilities, not just white folks.

STAY AWAY..!!
This company has charged my creditcard twice for one ticket..!
They don’t reply on customer support email.
Very disappointed….

Jeg har ikke fået mine billetter og de har trukket penge, joke !!!

I too have now instigated a charge back from my credit card. I was 'refunded' in May and still don't have my money 5 months later. It really is disgraceful, especially as they continue to take new bookings online. I'm in the UK so doing something through the courts is difficult. Maybe someone in CA could initiate a class action or something.

Like everyone else on here I am also having the same problem getting a refund. I honestly don't believe I will get it back at this rate. I have made several complaints and I get fobbed off and told my refund is in the queue to be processed but they don't know when. I requested a refund in July and it is now October. Absolute joke. I know these are difficult times but 4 months, really??

I too have been waiting 4 months to get my refund. This was supposed to be an experience my spouse and I wanted to do on our bucket list before moving out of california. I booked a reservation on June 10th for June 20th Father's Day to find out on my own THE DAY OF MY TOUR that it was cancelled due to Covid. I NEVER received an email from the company that it was cancelled. I left numerous voicemails, and emails to No Avail. I just randomly called the first week of July and the lady on the phone said my refund was being processed and it could take up to 90 days....I was dumfounded!!! We're in California I never had to wait 90 for a damn refund. 4 months later and I'm still getting the run around. There's no manager or supervisor or Corporate to complain. How many bad reviews is it going to take before someone takes this company to court?!!
WE JUST WANT OUR DAMN MONEY BACK!!!

Received my refund after tour was cancelled in July, however, I didn't receive the full refund I was entitled to. They changed the amount ever so slightly so you wont notice. They also took out another payment from my credit card which I was unaware of for £20, I only discovered this after trying to find a date of payment on my statement. After a few emails they have still not responded.
Please check your credit card statements, I'm probably not the only one they've done this to.

I also had made reservations for our family in May for a June tour and requested a refund once they notified us that things were cancelled do to covid. With refund submission conformation from the company in June, it is now Sept and still no refund. I have also called many times and have been told the refund will be processed. They seem to have no idea or concern when they refund our money.

As with other reviews we were unable to take our trip through Covid restrictions rather than choice. Six months on and still no refund despite emails chasing. From what I can see there's no complaints procedure to go through. Total joke of a company!

I cancelled my booking in April due to covid l was meant to go in June. lt is now sept and endless email about my refund and still nothing. Sent another email today i just wont my money back.

Due to Covid my trip was cancelled. I had confirmation that I would get a refund on the 19th April. After much chasing and stress I have received my refund on the 15th October. I am leaving the review as 1 star as I have been stressed for 6 months over this and to take that long to refund people is unacceptable.

My trip for early May 2020 was cancelled in April due to lock down, the tickets were cancelled by default rather than me having to select this option. I was contacted to choose a refund or voucher. I opted for a refund as I do not live in the US and cannot just pop back another time. Around 4 months later the refund never came. Like many others I sent chasers and was told the refund time was totally unknown. The replies eventually stopped... last week I said enough was enough and completed a charge back via my credit card company. I now have the money but with no help from the company whom actually owed it. Poor experience - we know Covid impacted everyone but refunds should not take 4 months.

As many others, I had to cancel due to COVID. I have tried for months to get a refund of my tickets following their offical cancellation process on their website, and sending them numerous emails. They answer to emails about our cancellation request but doing nothing and saying they have no idea when we will get a refund. Gives real impression they have no intent to pay us back. I think the San Francisco City Hall should do something as it gives a real bad image to the city. I will not go in the future.

I have emailed the Alcatraz cruises 5 times now with regards my refund and still no refund in my bank, this has been going on since the 26 March 2020 and it is now 8 June 2020. I feel that I have been more than patient and because I live in England it is very very expensive for me to ring. we should have had our trip on the 5 June 2020. I now feel this is absolutely appalling customer service and would like my money back as the company has not provided me with the service due to whole world having this coronavirus and travel has not been possible. trip cancelled on the 26 March 2020.

DO NOT USE THIS COMPANY.

ABSOLUTELY A SHAMBLES

Unfortunately 1star is the lowest but they don’t deserve that. Been waiting 3 months for a refund, even though email stated refund would take 14 working day’s. Thought we were dealing with a professional company but it seems like customer service is not their forte. Avoid at all costs.

Avoid booking with this company, worst customer service I have ever experienced! Sadly we had to cancel our trip due to COVID, promised a refund over 9 weeks ago, said I would receive within 14 days, still no sign of it and when contacting customer service they have no clue when I will see my money. Highly disappointed with this company and would not recommend!

Cancelled we’ll in time with their t’s and c’s due to COVID. Still waiting 6 weeks later for my refund and all communication ignored. Unfortunately, they are the only company that can land you on Alcatraz, so if you want to visit, you have no choice.
I now have my refund on 21 June after cancelling on 14 March. It was slow, but has now arrived.

Everything organized rather well with no problems.
However, location is not for everyone worth to visit. It's simply an old building with not too much in it.
Taking an audio guide is worth it, as without it trip would probably seemed boring. It included in the price.