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Henry P
Horrible tour experience
Riverside Cruises的点评
点评：We had a very concerning experience on a recent Riverside cruise excursion in France that raises serious safety and accountability issues.
At the end of the tour, four passengers were left behind in a foreign city. The delay occurred because they were waiting at the wrong meeting point—but this was due to unclear instructions. The tour guide only said to “meet by the fountain with three statues on top,” without specifying an exact location. In a city with dozens (if not over 100) fountains, this was simply not precise enough.
Importantly, there were three Riverside representatives on the bus: the driver, the tour guide, and an assistant. Despite this, no clear effort was made to ensure all passengers understood the exact meeting point, and no attempt was made to locate or contact the missing guests.
When other passengers on the bus raised concerns, the tour guide stated they could not wait and that a manager from the ship had instructed them to leave the four guests behind. The assistant confirmed that he had contacted the manager again and received the same instruction, citing company policy.
Leaving guests stranded in an unfamiliar city—especially due to unclear directions—is not just poor service, it is a serious safety concern. A reasonable duty of care would include clear meeting instructions, headcounts, and a genuine effort to locate missing passengers before departing.
In this situation, both the local tour operator and Riverside Cruise Line bear responsibility. I strongly urge the company to review its procedures and policies to ensure this does not happen to anyone else.
At the end of the tour, four passengers were left behind in a foreign city. The delay occurred because they were waiting at the wrong meeting point—but this was due to unclear instructions. The tour guide only said to “meet by the fountain with three statues on top,” without specifying an exact location. In a city with dozens (if not over 100) fountains, this was simply not precise enough.
Importantly, there were three Riverside representatives on the bus: the driver, the tour guide, and an assistant. Despite this, no clear effort was made to ensure all passengers understood the exact meeting point, and no attempt was made to locate or contact the missing guests.
When other passengers on the bus raised concerns, the tour guide stated they could not wait and that a manager from the ship had instructed them to leave the four guests behind. The assistant confirmed that he had contacted the manager again and received the same instruction, citing company policy.
Leaving guests stranded in an unfamiliar city—especially due to unclear directions—is not just poor service, it is a serious safety concern. A reasonable duty of care would include clear meeting instructions, headcounts, and a genuine effort to locate missing passengers before departing.
In this situation, both the local tour operator and Riverside Cruise Line bear responsibility. I strongly urge the company to review its procedures and policies to ensure this does not happen to anyone else.
翻译：我们最近参加Riverside游轮在法国的一次短途旅行中遭遇了一件令人非常担忧的事情，这引发了人们对安全和责任问题的严重质疑。
行程结束后，四名乘客被遗留在了异国他乡。延误的原因是他们等候的地点不对——但这完全是由于导游指示不清造成的。导游只说“在喷泉旁集合，喷泉顶上有三个雕像”，却没有具体说明地点。在一个拥有数十个（甚至可能超过100个）喷泉的城市里，这样的指示显然不够精确。
值得注意的是，车上有三名Riverside的工作人员：司机、导游和一名助理。尽管如此，他们并没有采取任何措施确保所有乘客都清楚具体的集合地点，也没有尝试寻找或联系这四名乘客。
当车上其他乘客提出疑问时，导游声称他们不能再等了，是游轮的一位经理指示他们把这四名乘客留在原地。助理也证实他再次联系了经理，并得到了同样的指示，理由是这是公司的规定。
将客人遗留在陌生的城市——尤其是在指示不清的情况下——不仅是服务欠佳，更是严重的安全隐患。合理的照护义务应包括清晰的集合指示、人数清点，以及在出发前尽力寻找失联乘客。
在这种情况下，当地旅行社和河畔游轮公司都负有责任。我强烈敦促该公司审查其流程和政策，以确保此类事件不再发生。
行程结束后，四名乘客被遗留在了异国他乡。延误的原因是他们等候的地点不对——但这完全是由于导游指示不清造成的。导游只说“在喷泉旁集合，喷泉顶上有三个雕像”，却没有具体说明地点。在一个拥有数十个（甚至可能超过100个）喷泉的城市里，这样的指示显然不够精确。
值得注意的是，车上有三名Riverside的工作人员：司机、导游和一名助理。尽管如此，他们并没有采取任何措施确保所有乘客都清楚具体的集合地点，也没有尝试寻找或联系这四名乘客。
当车上其他乘客提出疑问时，导游声称他们不能再等了，是游轮的一位经理指示他们把这四名乘客留在原地。助理也证实他再次联系了经理，并得到了同样的指示，理由是这是公司的规定。
将客人遗留在陌生的城市——尤其是在指示不清的情况下——不仅是服务欠佳，更是严重的安全隐患。合理的照护义务应包括清晰的集合指示、人数清点，以及在出发前尽力寻找失联乘客。
在这种情况下，当地旅行社和河畔游轮公司都负有责任。我强烈敦促该公司审查其流程和政策，以确保此类事件不再发生。
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