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Review content:
My first trip with the agency was in 1998. In 2005 I had an excursion to Vermont. Tour guide was just ruthless. For instance, when I asked a simple question about Sterling and Francine Clark museum, she snapped in offensive tone of voice and facial expression while shaking whole her body. I confirm: the question was about the museum, but the answer I received was about... my racial identity. I did not say a word to her, but decided: it is enough; there are many other agencies will charge my money for the service, but humiliation.
After five years, in 2010, I came to the agency again. Bella and Yana did impossible: I got trip to Cape Cod: 2 nights staying by myself in the hotel room and 3 nights to share with another woman.
At the time of departure I found that a tour guide is Nelya the one which disgraced me 5 years ago. She said that according to her note I will stay 2 nights with someone, and the rest by myself. In other words the opposite of what I was told in the office. I did not consider it as a problem at all, but mentioned that was told different. The remark I have made went into something I did not expect. A man which stood next got aggravated, his face turned red, and he shouted at me: "You will not go at all!" (Evidently, it was said in Russian; I was told his name was Volodya). What position does he keep that allow him to yell at the client and dictate unreasonable and dishonorable conditions? If he is not qualified persona, it is OK; but he must know that this was not a place, where he could dictate his own terms. Do directors (owners) of the agency know that such episodes take place? Do they know what kind of people represent them and eventually the whole business?
The tour guide contacted the agency later. When she put me on the phone with Bella, I did not have a chance to be heard for the reason that Bella could not bring her speech to an end. After that Nelya in a harsh tone of voice stated that I lied about staying by myself in the room. Until the end of first day there were eposides of how Nelya replied on questions have been asked by aged people which were first time on such trip. I confirm: she made improper comments, was rude and arrogant while putting others down for their inquires. On the next day morning, the entire group was in the bus and chatted while waiting for the tour guide. When Nelya just reached the first step in the bus, she grabbed a microphone and articulated: "Kto razgovarivaet?!" ("Who is talking?!") I replied politely: "I!" What Nelya said next has brought me finally to the resolution not to leave as nothing happened over again and let others know what the tour guide said in front of 36 people: "Zakroy rot!" ("Close your mouth!") Her face turned red, and she stated that the group is not going anywhere because I "destruct the tour since yesterday". Nelya said that she "called to the agency, and was told to call the police" on me. She claimed: "I am a volunteer! I work for free! I am going to write petition and all people will sign it!"
Here are my statements. Being a volunteer is a norm in America. Millions of people do volunteer jobs, but it does not mean they possibly will do it unethically. If a tour guide is a volunteer, it does not mean she has rights to disregard consumers" questions about the services and treat them uncivilly by using inappropriate language and offensive facial expression and making false and humiliating accusations. If a tour guide is not able to obtain a paid job due to some reasons, it does not mean consumers have to pay with their money and dignity for her failure and unhappiness.
Whoever will read the lines above: please tell Nelya that being a volunteer is not an excuse for humiliating and verbal harassing people you agreed to serve unpaid.
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