Xanterra Travel Collection
Reviews and Complaints

Firstly, make a reservation to enter the park and drive yourself and don’t waste your time or money on this tour.

We had booked a tour online, on May 2, 2023 for July 24, 2023.

My family of 5 were very excited to book this tour. It was a highlight on our 2.5 week vacation. We entered the park an hour ahead of time. We needed to show proof of reservation to a ranger to enter the park so we showed our ticket and asked the ranger where we needed to go. She said, “straight ahead.” We made it to that stop 45 min ahead of the pick up time and used that extra time to get the kids to the bathroom. My husband checked with 2 other rangers to make sure we were at the correct spot. We checked in with the concierge 20 min prior to our pick up time and she informed us that we were at the wrong pick up location and told us to go to a different spot, she would call them and let them know we were on our way and she assured us we “would make our pick up.”

We immediately jumped in the truck and would have made it to our pick up on time but we were completely stopped in 20 min of construction traffic on the way there. We arrived 25 min late to our pick up and the bus was already gone. The supervisor said she waited as long as she could, which is understandable since they had other passengers on the bus.

We paid $269 for these tickets and there were many conditions out of our control that prohibited us from getting to our pick up location on time. The corporate number I called, specifically Tessa, was rude and unwilling to help despite asking many times “what can I do for you?”. She was unwilling to give me a refund despite there being no notice on the reservation for construction traffic, however they have had these tours in Glacier Park for years. Tessa said she would consider a refund if my kids had gotten sick or we had our truck breakdown, but not because we were incorrectly directed by 3 different rangers within the park to the wrong pick up spot and dealt with construction out of our control. I asked to reschedule our tour within our vacation timeframe and that was not possible. I asked to reschedule for the following year, even though it took us 3.5 days to tow a trailer with kids from

Southern California - and I couldn’t predict another time we would be up there. I was offered to book up to a year in advance, but wasn’t able to receive a “gift certificate” to purchase at my convenience for the future. I was also told that because my purchase was made online, I couldn’t receive a refund as opposed to booking over the phone as well as it was passed my tour date and couldn’t receive a refund. I was unable to call until 3 days after my tour due to no/limited cell service for a lengthy call.

This company has poor customer service without regard for extenuating circumstances. I wouldn’t waste my money on this company. I feel completely heartbroken that I trusted rangers and a company to enhance my vacation experience and I was severely disappointed. I was told by the corporate supervisor, if I “booked over the phone” we would have been told by the agents the exact issues I experienced and how to prevent them, but there was no notice on the booking website. I kept being asked “how is this Xanterra’s fault? While I don’t think it’s entirely their fault, which I never said - I do think they need to have warnings on the reservation about potential construction and more visible, larger font showing the exact pick up locations. The supervisor at the Lake McDonald pick up agreed with this and said she’s being trying to tell corporate for years. So this hasn’t just happened to me and this company still refuses to be flexible and allow exceptions.

At the end of the day, it is a blessing in disguise that we didn’t make our tour. We had family that was on an earlier bus and they had a negative experience. There is no AC in the bus, the sun beats down on you with the top of the bus off to increase visualization of the sites, the seats are leather and heat up significantly in the sun, due to construction - all of my family was choking on dust since windows are down and the top is off, you only have 15 min at the stops which does not yield enough time to stop at gift shops, use the bathroom and walk around much at the actual stop.

We were able to see a lot more than our family who made the tour, with AC in our truck, have food/drink while we toured and take as much time on our stops and get the pictures to remember the gorgeous sites.

I wish to inform you of my disappointment and disgust with your services.

In early May of 2022 my wife purchased a tour package "Crown of the Continent Adult Tour" as a birthday present for me on your Red Bus at Glacier NP. This was to be the highlight of our vacation for me, however it turned into a huge disappointment with a considerable amount of money spent on our trip and no willingness or options for you to correct your mistakes. Do you intentionally overbook your tours but fail to inform customers until the same morning as tour was to be started? Had I done that there would have been Zero refunds from your company.

I was actually waiting to be picked up at the West Glacier KOA on the morning of August 25, 2022 when less than 10 minutes before pickup I received a phone call that you had overbooked and my trip was cancelled. You offered me no alternatives to possibly ride the following day or provided me an option with another tour company or at the very least with a private vehicle pass so that I may have seen at least some of the park. As you well or should have known the park was also limiting and making reservations for private vehicles to enter and the entire week was booked so consequently I was unable to see any portion of Glacier NP from within the park.

We are senior citizens and this was probably the last opportunity we will have to visit this area. I had been so looking forward to the tour as a highlight of our vacation and your ineptitude or intentional overbooking ruined a large portion of our vacation.

I find it really hard to believe that you elect to wait until the day of the tour to inform me I had been bumped even though I had a reservation and confirmation since May of 2022. Had we been informed you overbooked we could possibly have made other arrangements to visit at a later date however apparently your policy is to let people travel a great distance at a considerable expense before informing them they were cancelled.

My work required that I travel extensively in the State of Washington for over 30 years. I weekly booked motel/hotel reservations and with a confirmation I was never turned away so reservations with confirmation mean exactly that. Apparently your company doesn't follow this path, or possibly you are affiliated with the airline industry in the US that does these things intentionally.

A personal response would be appreciated and I would hope an explanation of how you plan to prevent this from happening again to others, along with the possibility of correcting this for us. Please see attachment of reservation/confirmation.

Sincerely,

Donald Fisher

[protected]@comcast.net

I too got ripped off. I have never been charged a fee for making a reservation. A fee for them to accept my money? I have never! Then to have a cancellation policy of 30 days? Do not book anything through xanterra! Us parks lodging should be ashamed of themselves. These are unfair business practices and trust me, as a former employee, not worth the money! Yes, I am a former employee and I still was unaware of such practices. All the money that is spent to encourage people to visit the national parks, then to rip people off... Shameful.

Parents Things you should know before you send your kids to work for xanterra at Yellowstone Park
Don Iarussi MFA 18 Feb 2008 00:13 GMT
usa Sex, drugs, alcohol, porn, all ignored by Xanterra Personnel and executives. Your kids, especially daughters are at risk working for Xanterra. I will have no problem taking a polygraph to verify this. BELOW ARE LETTERS I SENT TO SENATORS DEMOCRATS OF MONTANA MAX BAUCUS AND JOHN TESTER and Republican Dennis Rehberg

am writing you in reference to our discussion involving racism in Montana, Wyoming, and Yellowstone Park and the cover up by the lake hotel management, personnel, lada winder, laura todd, , etc

In the Dorms drugs were being traded by Lake Hotel Supervisor xxxxxx a supervisor at the Front Desk at the Lake Hotel. This was brought to the attention of Personnel and my Manager xxxxxx as well as the hotel manager xxx. Also at the dorms was underage drinking, porn films being made in the dorms.
Racism was rampant at the Xanterra Lake hotel. I heard the word ### used many time to describe the Jamaican employees in my Golden Eye Dorm. One employee actually said the only good ### is a dead ###. His name is Shaun and is now employed at Mammoth.

xxxxx who is from Michigan had a suspended license but drove around the park in the car owned by xxxxx so xxxx could drink and pop pills

In the employee bar at our location at the Lake hotel. Managers like xxxxxx and the hotel manager can be found at tables with alcohol on them sitting with and propositioning under 21 years of age girls

The management at the hotel also practiced bigotry in their actions involving older employees, especially minorities who were often insulted and intimidated by Xanterra Management. A Mrs. Greer of Oregon left Xanterra, as did other older employees because of the unjust treatment they received from supervisors.

The threats made against me by management and personnel increased as I refused to let up in reporting sexism, ageism, racist, anti Semitic actions by personnel, management, etc. I have kept a diary of all the incidents I witnessed. Including management illegally downloading and copying music and distributing music in violation of copyright law. Instances where the Medcorp has a medical employee she was either a nurse practitioner or a physician's assistant. Her husband, a friend of Michael Beevers was actually traveling around property trying to find marijuana...

I have many more instances of illegal activities I was told to shut up about by xanterras Lada Winder, etc The Lake Hotel Executive Management
When I tripped and fell while on the property of the lake hotel I was treated horribly by management. Personnel refused to move me to the ground floor to make it easier for me to get around. I was not brought any food. I sat in my room for days unable to get around. . Since my first complaint Xanterra corporate has ignored my complaints and whistle blowing.

XANTERRA has lied on all levels and has covered up racism, my complaint ofs sexual abuse made by me against a female supervisor, verbal abuse of an employee named Dawn Greer, A porter at the lake hotel named susannah, an employee in the gift shop named jackie, latent abuse against asian and black employees,