Thank you for your response. We appreciate all feedback as it allows us to evaluate and constantly improve as an organization. I believe as the owner of the company, I also need to provide feedback and proper context of information. First you assert that you were supposed to get a guided tour of the 9/11 Museum & Memorial. That is simply is not true and nowhere in our marketing materials was this listed or promised to anyone. This was something apparently assumed by the description of "Visiting the 9/11 Museum" in our promotional materials. Regarding communication, we supplied all materials to our group leaders in an appropriate amount of time for distribution to our guests which included a very thorough 7-Page Welcome Letter describing every aspect of the trip and what should be expected. Regarding value, staying in Mid-Town Manhattan, having a Broadway show included, visits to the 9/11 Museum, as well as visiting Ellis and Liberty Islands, with roundtrip transportation for the price of the program is a tremendous value. It is quite saddening to obtain such a poor review when as a company you do everything possible to create a wonderful experience for guests, yet the passenger attendance is so low, and participation from guests comes so late that you can't determine until the last minute that a trip is operating. These are challenges we do not expect our customers to understand, but we truly did everything humanly possible to operate this program and provide everything exactly as described in the promotional materials. Regarding your assessment of our Tour Manager, we will address this directly with her. We will determine if additional training is necessary for this individual as it was one of the first trips she has taken out on her own. As anyone with work experience knows, we all have to earn our stripes and perfection comes from experience. Again, we will address these concerns with our staff. We would encourage you to try another program, especially one that has more substance than a trip to NY that is specifically designed for people to explore independently. I would personally be more than happy to recommend other programs where you would truly understand why Best of Times Travel over 53 Years has been known as the Best Travel Company in New England.