Alcatraz Inside with Fisherman's Wharf Lunch Credit

Steven: It was a pleasure to see you this week! Your family is amazing and we are glad we could get you on the island. Hopefully you enjoyed the lunch as well! We chose this restaurant for the views and the family friendly atmosphere. Safe travels home!

Thank you for your review. Alcatraz and Lunch. We provided what we said we would in the most non vague way possible. Alcatraz was sold out and in high demand. When one waits until the night prior to a holiday to let us know you had another family that you were traveling with it was impossible to do anything for you. That is the risk when you book two different orders. We had no clue you were with another family as we had many orders that day. If you booked the order together as one group or even notified us a few days prior it would have been so easy to place you together. That is the real basis of this poor review. You were able to obtain Alcatraz through us and included a lunch. It was the perfect combination to get on the island when nobody else could help. We hope you had a great time at Alcatraz. Guests who plan in advance to attend Alcatraz save the most money. You should always factor labor, taxes, rent, insurance and the cost associated with getting this package to you behind the scenes. At the end of the day Alcatraz was accessible to you. Have a safe trip home and we hope you tell your friends how easy it was to book with us and how we delivered on everything we promised.

When Alcatraz is sold out most guests turn to us to get them on the island. We provide a service of doing so in an easy and professional manner with just one click of your mouse. Every year we have to demonstrate that we are a business that has employees, rent, insurance, taxes, and organizing costs in getting these tickets to you that must be factored in. In this case we broke down the price to the penny for you and that was the only basis of this negative review. We had no other contact with you to be called unprofessional based on a price. We did note that we were called unprofessional as we could not place your family together with another Viator party that you informed us about the night before. Alcatraz was sold out with zero tickets left at that point and we only have what time slots we have when you book. If one had told us a week before that you are traveling with another Viator order we could have helped you. We professionally informed you of this to which now turned into the negative review. Guests should always book a trip together in one order if they expect to be slotted in the same time slot. Guests should also plan months ahead if they wish to attend Alcatraz. Those who wait until the last minute should factor convenience into their purchase decision and the posted dynamic pricing. Although you mentioned you wouldn’t recommend us we are pretty sure that you would recommend us as we were able to get your family got on the island when others couldn’t during spring break. We delivered on exactly what was promised. We appreciate your business and hope you enjoyed the experience that was sold out yet you were fortunate to experience. Safe travels home!

***UPDATE TO REVIEW* We had another guest on another date with that SAME server reject the gift card which had proper value as stated. We immediately determined that the server was new and did not know how to redeem. We apologize for our third party making this error and inconvenienced your family. Our biggest apologies for this issue. We buy our advance lunch gift cards in bulk and it appears one of the cards missed the activation process. We quickly contacted the vendor and was able to get this voucher reactivated for you while at the restaurant. We know this was a hassle for your family and appreciate your understanding. This was the first time this ever happened and was a rare occurrence based on technology. Thank you so much for patience and almost giving us the perfect score despite the hassle. You were amazing!

This family was connected to the first review order above. Our biggest apologies for this issue. We buy our advance lunch gift cards in bulk and it appears one of the cards missed the activation process. We quickly contacted the vendor and was able to get this voucher reactivated for you while at the restaurant. We know this was a hassle for your family and appreciate your understanding. This was the first time this ever happened and was a rare occurrence based on technology. Thank you so much for patience and almost giving us the perfect score despite the hassle. You were amazing!

We are glad you enjoyed the tour package! Safe travels home!

Thank you so much for the review! People love the third floor views of the Bay from that restaurant and we do our best to highlight that. They also have delicious food to choose from which makes it a perfect retreat from the sight seeing day. We hope you have a safe trip home!

Thank you for the great review! Despite the tours being sold out we were glad that we could obtain advance reservations for you as that is what we do best! We also hoped you enjoy the delicious food and views!

Here is cut and paste from the main sales page: During Covid Restrictions there will be no access to any buildings on Alcatraz Island. Face masks required for travelers in public areas. Face masks required for guides in public areas. Here is cut and paste from the emails we send along with a guests Alcatraz manifest vouchers: All ages three and above must have a mask to visit Alcatraz and enter the boarding location! Due to local Covid restrictions there is no access inside any buildings on Alcatraz; including the main cellhouse. Boats also are outside seating only so dress warm! There is no food at the pier, on the boat, or on Alcatraz Island. Here is what is cut and paste on the food voucher itself: Food credit is not at Alcatraz Landing We apologize that Covid restrictions are not the ideal situation for Alcatraz visits as everyone wants to go inside the prison. Mayor Breed has Covid restrictions in place that we must follow. No indoor access at this time. We are very fortunate to even have guest step foot on the island as it was closed for months. Hopefully some day we will be able to allow access again in the cellhouse.

Audio tour was included and downloadable on your phone as informed well in advance on Viator and at the boat dock. Audio devices are also available for rent should a phone not be present. Guests were also informed in advance that due to Govenor Newsome/Mayor Breed Covid related mandatory restrictions this is an outdoor grounds event with no access to inside buildings. This is clearly stated in the sales program and is not a surprise. Covid does not make this easy on anyone and Alcatraz is no exception. Alcatraz sat closed for four months and we are very fortunate they even allowed guests to step foot on the island again despite the challenges. We apologize that you did not enjoy your trip.