Had to cancel last minute as my partner had picked up a sickness bug in the early hours of the morning. When I called the number given on the booking, the member of staff who answered was very dismissive and not friendly at all. She told me that as it was last minute we could not reschedule despite me explaining that my partner had fallen ill in the early hours of that morning and could not predict 24hrs before she was going to be ill. I was just told very abruptly that email would be sent, which it was. A very standard email arrived with and 20% off a future booking, which now makes this a very expensive tour. The email said that they had already incurred cost for us on this tour, but it was only the 2 of us and I expect they would have been able to resell our tickets easily on the day as it is marked as a Public Tour. I am in two minds whether to rebook with them now as their policy is not very customer friendly and their staff - or at least the one I spoke to - are not customer focused and definitely could do with being trained better. This review is not aimed at Red Letter Days directly but I would strongly advise that when choosing an experience from Red Letter Days that you also check out the company that they are using for the experience as they can seriously let down the reputation of Red Letter days as a company.