Very poor service!!!
Waited over 2 hours in cold & no sitting
Our meeting time was 3:30…finally left @3:35!
This delay made us drastically late & almost impossible to accommodate our trip back to ship
Had received a text from company before we left in am…no mention of replying…just who was meeting us @ point
We had no wi-fi service
We have used Viator numerous times without issues…
Please reply,as we would like to be re-imbursed
Antwort des Anbieters
Dear Colleen,
Thank you for sharing your feedback, and we sincerely apologize for any inconvenience you experienced. However, we would like to address the situation to clarify what happened.
The tour you booked was scheduled for **3:30 PM**, and our guide was at the designated meeting point by **3:20/3:25 PM**. The guide waited until **4:00 PM**, well beyond the scheduled meeting time, and attempted to reach you without success. Unfortunately, it seems there may have been a misunderstanding about the exact meeting location or communication issues due to a lack of Wi-Fi or mobile service on your end.
Regarding the text message you received earlier in the day, this was sent to provide the guide’s details and confirm the meeting location. While we understand it can be challenging to coordinate without internet access, we recommend ensuring access to communication during such arrangements to avoid potential issues.
We regret that you were unable to join the tour as planned, but as our guide was present and waited for an extended period, we are unable to offer reimbursement in this case. We appreciate your understanding and encourage you to reach out directly if you would like to discuss this further or clarify any concerns.
Best regards,
Walks in Town Customer Care Team
