City Experiences Reviews

My wife Alisha and I have had the most incredible and memorable experiences with City Experiences and Hornblower Cruises. We enjoyed our first cruise aboard the Bateaux celebrating our engagement in 2020 and we decided what better way to celebrate our wedding out on the water getting a different view of the city. We were married aboard the Atlantica back in April 2022 and the staff has been nothing short of spectacular! Our family members and friends still talk about how memorable the experience was and how accommodating all staff members were that were involved. We just recently celebrated my wife’s birthday aboard the Spirit of New Jersey with yet another incredible evening. Shout outs to Margaret for being an incredible liaison and coordinator for our wedding (more importantly being an incredible human being who adds such a personal touch) as well as boat managers Cassandra and Tatiana! Those not mentioned are not forgotten because you all made such an impression on us and we will highly recommend the brand to anyone interested! Thank you City Experience and Hornblower Cruises team!

Had a virgin experience days voucher to book the thames jet boat cruise in London. First of all, the online booking form that you are directed to does not actually work! This means you then either have to call a charged phone number or wait 48h for an email reply to book your experience.

Secondly when I got a reply the company claimed my voucher had expired even though it is valid until December 2023.

To top it off they just fobbed me off and sent me round the houses to contact virgin experience days to sort it out. Virgin experience days have been contacted formally to recommend their participation as an experience on the website be removed and their relationship terminated as the service on this website is one of the worst I've ever had! I put the date of the experience as the day I received it as a gift because we weren't actually able to book it despite communicating with the company through numerous emails.

If the company provides a satisfactory resolution I'd be happy to look at removing/updating this review

My wife or I purchased 2 tickets for the thrill speed boat Codzilla. The first date was cancelled by City due to Covid fears. The following year (2022) City cancelled again, this time due to weather. They issued a paper "REFUND," sent by email, labeling it a "Gift Card" which nowhere states usability. The legal definition of a refund is "Pay back MONEY to customers who were not satisfied ETC. CITY EXPERIENCES ACCOUNTING DEPARTMENTHAVE REFUSED TO REFUND MY $90 CLAIMING IT WAS OVER 1 YEAR SINCE THE ORIGINAL TICKETS PURCHASE ! CITY EXPERIENCE OR BAD EXPERIENCE, YOU BE THE JUDGE. I will either file in small claims court even if it costs $500 to get my $90 back and/or determine what entity or individual(s) own this pathetic business (I guess) and take it from there. They are SCHEISTERS !! I rate the negative -1

We traveled to London as a gift from our friend this cost her £90.00 pounds I could go on about this but this is our view

Boat was Dirty
Windows which should have been clean were awful DIRTY these should have been a priority for viewing
Tables Dirty not wiped
Afternoon tea was awful
Cakes tasted really strange rancid really
the afternoon cakes were awful the scones hard I could go on but what's the point nothing will happen

Get your act together and provide good service I would not even have given you a 1 STAR rating

I want my money back for my friend as she brought this for us but is disabled what a disappointment on your behalf

all of your bad reviews but you do nothing about this let me come show you how to provide a quality service pay me for a week

We were slightly delayed and arrived at 3.32pm, 2 minutes late for our afternoon tea cruise. The staff were aware we were on our way and weren't going to be too long but the captain would not wait. Complete waste of a day and money. I will never use this company again.

I would give 0 stars but would not give me the option.

We received the most awful experience regarding one of your employees (Rhian???) she served us on (16/10/2022) at 14:00pm at London Westminister Pier speed boat board F.

There was a mistake with our tickets and she could have been just polite . However She left my son who has special needs in tears because of her attitude and behaviour. Firstly she did not acknowledge us although she could see we were waiting, then proceeded to be rude and was totally unprofessional .

How can you employee someone like this who is extremely unprofessional. I would like to know what customer care training you offer your staff ? As she needs to re trained.

It is terrifying to have someone like her work in customer care and around children , she made myself and child feel absolutely awful and she enjoyed and gained pleasure from it.

Please look into this as a matter of urgency the women is frightening.

Do not ignore this complaint!!!!

Very unhappy. Tested positive for coronvirus on the day of the cruise/lunch with window seat (paid extra for this), and therefore missed it. Continued to test positive and emailed the company the reason for non attendance - offered to email over LFT results and asked for an alternative date when testing negative - however was told they only let us rebook at 50% of the price and was told it could be more than we’d originally booked it for as well. We asked if they reconsider if we just had the cruise and no lunch - but no. Not even a request for a managers discretion - decision was made by same staff member and wasn’t forward on. Considering government guidelines are to stay at home, you’d think they’d want to protect their passengers! If it were a cold or something I’d have gone. Therefore not a happy customer and won’t be bothering with the cruise at all. Don’t get coronavirus or you’ll lose most of the money paid and will be disappointed. Bad customer service!!!

I was charged three times for 5 tickets and never got the overcharged money back. The issue occurred on June 10, 2022, and was informed right away through chat and phone to City Experiences. I have been trying to get a reimbursement for the overcharge ever since through emails, phone calls and chat messages, with no success. At some point, the company said that would issue a check (yes, in 2022), but the check was never sent. I have been following up on a weekly basis, trying to solve the issue in good faith, but all I got was a bunch of dismissive responses, to the point that they simply stopped replying. Congrats to City Experiences, who took $240 extra from me and never refunded the overcharged money. Shameful.

Let me start this company's online review trail with a single star and tell you right up front - beware - if you have been gifted a Virgin voucher experience you will be discriminated against. This company only accepts 'X' number of Virgin voucher holders for any one journey - period. The rest of the cruise could be empty but if you're not one of the 'X' number of limited Virgin voucher holders they allow on any one trip, you simply won't be allowed on. Blatant discrimination and nowhere are you told this on any of the voucher or other documentation. You only find out when you try and book - and find you can't because you're a 'Virgin Voucher Holder'- an inferior customer apparently. Am I furious? Clearly. Do I feel discriminated against? Definitely. This is an utterly disgusting business practice. You've been warned.