I purchased three tickets when I got there and tried to cancel one ticket due to somebody being sick and not being able to show up they told me that I can get a refund by calling the City cruise number or email them and they can refund me with my ticket, which I had in my hand the whole time they did not scan it. I call the number and the lady told me that they scanned three tickets which was a lie cause I had it in my hand the whole time just so I wouldn’t get my refund.
The activity was fine, but customer service was hard to reach
The actual experience was enjoyable enough, but managing the reservation was frustrating. I needed clarification about timing and changes, and it took too long to get a useful response. The website showed basic booking information, though it did not answer the specific issue I had. The event itself prevented this from being a one-star experience, but the support process needs improvement.
A large group of us took the Odyssey Lake Michigan dinner cruise. Most of the food options were well received, though the vegan choice fell flat. Our biggest disappointment was the lack of a dedicated group coordinator to guide us through the evening — someone to pace the meal and lead us up to the top deck for skyline photos. As a result, our group stayed inside for the entire two-hour cruise and never got the chance to go outside for pictures of the skyline, which was a real letdown. We also noticed the posted dress code wasn't enforced, as many guests were dressed well below the stated requirements. On top of that, even though the boat wasn't at full capacity, our group was seated tightly together when there was clearly enough room to spread out and make everyone more comfortable.
DO NOT BOOK IT! Disgraceful. We had to wait in a queue that was 2 hours long and forced off the boat again for another 20 minutes and then had to go to the back of the line and wait 4 more hours in 34° weather. It was expensive and you got nothing out of it. The staff were disgusting and the captain kept making misogynistic comments.
Kevin was our group guide and he did an amazing job! He was very knowledgeable about Niagara Falls and used his prior experience as a teacher to make our experience go PLUS ULTRA!! He is a very genuine guy and I can tell he likes what he’s doing. Thank you Kevin for making our trip extra special! We booked through Airbnb and he made sure to take extra time to ensure our whole group was there and had a good time.
The 4th of July cruise in the infinity hornblower, operated by city experiences, was a terrible experience. I selected and bought what I thought would be a VIP premium experience for a once in a lifetime show for myself and a friend. Instead we were delivered and absolute sh$@ show- disorganised, extremely hot and not the premium experience we were expecting (and that we paid premium prices for). This ‘front row seats spot, celebration unlike any other’ included; the most invasive bag check (literally opened every small zip, pouch, glasses case in front of other guests showing my wallet, passport, tampons etc in our line while the other line marched through) extreme heat because the aircon was broken, ran out of food, long lines for drinks (1 bar tender to hundreds of people) and long waits for bathrooms, had random guests from other parts taking our paid extra for seats, filthy toilets, overrun staff (the poor guy by himself who attempted to serve hundreds of guests while the food ran out), the food ran out, it was the furthest away boat from the fireworks due to being the biggest, there was no reserved areas or vip access as stated (it was general chaos everywhere). I believed we would have specific areas of the boat that we paid for VIP Commodore access (to decks 1, 2, and 3 while the general access was just for decks 1 and 2) but that is a lie as everyone had access to everywhere, even to our seated tables and buffet area from the lower decks, so I paid extra for literally nothing; $900 total for 2 people which is insane based on the service provided. It took over an hour and a half for us to disembark in the heat surrounded by other very unhappy guests as there was a single exit point. We were in New York during a heat wave but it was hotter on the boat than any other time during our trip- myself and people around us felt sick with the heat, I felt so sorry for several older people who looked like they needed help when we were disembarking due to heat stress so it was not just inconvenient, it was dangerous and there was no staff to be seen, except those blocking exit points. We went home hungry and disappointed from what we believed would be the highlight of our trip to New York. The fire works were amazing but that was the only part of the evening that the boat was not responsible for. I cannot believe how much I paid for it, especially converted to be Zealand dollars, and the ‘value’ I was delivered!
I have enjoyed City Experiences in NYC and Boston. Had wonderful experiences each time! Purchasing tickets online was easy. Easy embarkation and disembarkation. You can enjoy a snack and settle down for the ride or bring your own. If going on the Statue of Liberty Tour, give ample time to go through multiple security checks. I went during Off-Peak times so my visits were pretty flawless. Although my Provincetown Trip was rained out, I had a wonderful experience! More time to explore indoors! For the Statue of Liberty Tour, my partner was unable to go at the last minute. I received a full refund when I checked in. Note: If going on the Statue Climb, it’s through the National Park Service. You are limited to once per year. They ask for names. This was 2025, so not sure if that still stands.
I discovered City Experiences during a trip to the U.S. West Coast. We wanted to visit Alcatraz Prison, and City Experiences made it possible. The website is not the most user-friendly, but the overall experience was still very positive.
The ever-changing views while having lunch on the Thames were brilliant and made for an unforgettable experience. The facilities were clean, and we appreciated thoughtful touches such as the swivel chairs, which allowed us to take in every angle of the scenery from our seats. However, nothing is explained when you are seated, so you are left unsure of what is happening or what to expect. They are also very tight on ice; the wine we had was barely chilled, and we were given only a handful of ice cubes to keep it cool. Unfortunately, the service on this experience was very disappointing and significantly detracted from what should have been a special occasion. The male server assigned to our table was consistently inattentive and dismissive. When I asked questions or made requests, he repeatedly failed to engage with me directly and instead looked to my husband, which made the service feel rude and very unprofessional, leaving a very poor impression. While the setting and views were beautiful, the poor standard of service meant the overall experience fell well short of what was advertised and expected.
We had a great trip on the Boston Harbour cruise. It was really worth the money and the guide was really entertaining. He kept us well educated on where we were passing.
Stay away. The cruise experience was terrible. There was hair in my food on the San Francisco boat, which completely ruined the meal for me. I tried contacting customer support afterward, and instead of helping, they were rude and started yelling at me as if the situation was my fault. I didn’t want to leave a public review, but after how poorly I was treated by customer service, I felt I had no choice. I would never go back again. STAY AWAY.
We boarded and were shown to our table, walking past the starter (a slither of smoked salmon) under a cloth! We sat down on what can only be described as bus seats. The starter came (salmon) and as I told to waiter I didn’t like smoked salmon and asked if there was an alternative. He never returned. In the meantime the cruise set off towards Tower Bridge and the entertainment (and I use that term very loosely!) arrived. A solo singer dressed in a polo shirt with a cap back to front! Classy! Not. But, worse was to come, he started howling down the microphone! Now we weren’t expecting Pavarotti, but please, this guy was awful (I have video evidence!!) We carried on trundling down the Thames until we came to a stop at the side of another City Experience boat of which we were informed our main meal was being shipped across as our boat didn’t have a kitchen, to be honest, maybe better off not telling us that part The main eventually arrived and to be fair it was one of the tastiest meals I’ve had in a long time, absolutely spot on! Bravo! The dessert, was supposed to be Tiramisu It was more like tasteless plasticine No coffee’s to follow We set off back up the Thames, more screeching from said “singer” and that was it, no sights at the other side of Westminster bridge I.e the Houses of Parliament etc It wasn’t the most expensive trip, and it didn’t deserve to be
I booked the Potomac Cruise Experience in Washington, DC for 13 family members to celebrate my daughter’s graduation, and unfortunately it was a huge disappointment. First, I want to say the customer service representatives on the phone were fantastic — polite, helpful, and professional. However, the actual experience did not match what was advertised or what we paid for. We were told we would be on a double-decker sightseeing cruise with narration highlighting the national monuments and landmarks along the Potomac. Instead, our family was placed on what was essentially a Water Taxi with no narration at all. The experience we received appeared to be the same type of ride that typically costs around $15–$20, yet we paid about $30 per person expecting a true sightseeing cruise experience. With a group of 13 people, including seniors, this was especially frustrating. The outside deck area was extremely small, and our family had to squeeze together just to take a graduation group photo. Boarding was also very difficult for some of our elderly family members, and the vessel did not feel ADA-friendly or accessible. To make matters worse, when we arrived at The Wharf, we actually saw the double-decker sightseeing boats that had been advertised — just not the one we were placed on. That was incredibly disappointing after planning this as part of such an important family celebration. This was not the graduation experience I expected or paid for!
