Prag in voller Pracht

Tour start time: 1200 We arrived: 1130 Contacted Viator: 1215. No one at meeting place. Guide will be there in 10 minutes. Already 25 mins late. 1230: contacted Viator. No one here. Guide cannot be contacted. Refund will be issued. 1240: Contacted Viator. They cannot contact guide. Refund will be initiated. 1240: in a taxi heading for our hotel. Viator says the guide finally showed up. Go back. 1240: No, I'm heading to our hotel. This is 40 minutes after our start time. Guide is now there. Go back. Waiting for refund. Viator now says I needed to go back after they told me the refund would be issued. I have spent thousands at Viator. Refund my $ or I'm out of here. The guide (who is identified with a orange and white umbrella) never showed up and even after we waited 40 minutes. Unsatisfactory by the guide and Viator. Here are a few ways to format your review, depending on where you plan to post it: Option 1: Detailed & Formal (Best for a direct email to Viator Customer Support) Subject: Unacceptable Service & Refund Request – Urgent Attention Required Review/Message: I am writing to express my strong disappointment regarding a recent tour booked through Viator and to formally demand a full refund. Our tour was scheduled for a 12:00 PM start time. To ensure we were punctual, my party arrived at the designated meeting point at 11:30 AM. By 12:15 PM—25 minutes past the start time—no guide had arrived. I contacted Viator support and was informed that the guide would arrive in 10 minutes. By 12:30 PM (30 minutes late), there was still no guide present. Upon contacting Viator again, I was told the representative was unable to reach the guide and that a refund would be issued. At 12:40 PM, after waiting 40 minutes at the meeting point with no guide in sight, Viator confirmed a second time that they could not establish contact with the guide and that a full refund was being initiated. At that point, we got into a taxi to return to our hotel. While in transit, Viator contacted me to state that the guide had finally arrived—40 minutes late—and instructed us to turn around and return. I declined, as our experience had already been thoroughly ruined by the delay and lack of communication. Viator is now attempting to deny my refund, claiming I was required to turn back after being explicitly told twice by customer service that a refund was being processed. Expecting customers to wait over 40 minutes for a no-show guide, cancel their alternative plans, and turn around mid-transit is completely unacceptable. As a loyal customer who has spent thousands of dollars with Viator over the years, I find this handling of the situation appalling. The guide failed to meet basic professionalism standards, and Viator’s service response has been thoroughly unsatisfactory. I expect my full refund to be issued immediately. BTW, I have screen shots of all the conversations. Viator should be better than this.

Very complete. Alberto, the guide, knows the city and its history very well and made all the way very enjoyable. It was really worth choosing this tour.

Alberto very nice and explained everything very well.

the guide offered us close historical explanations and reviews. indicates information of all kinds. very reliable and sociable. ko that we were looking for. for a freetour is recommended

For me it has been the best tour of Prague, without a doubt, the guide we had was a crack, with incredible patience and explaining everything so that you don’t get bored for a second. We left super happy because we realized that without the tour we wouldn’t have understood anything about the city: on the first day we only walked around seeing beautiful places, but it was here that everything started to make sense, with stories and anecdotes that make Prague feel real. Without this tour, we really wouldn't have known the city.

Our free tour with Alberto could not be better. He has taught us a lot of interesting things, we have seen a lot of amazing places and if it were not for him we would not know the city and its inhabitants as well as we have done today. It's been five hours of flying. We would certainly do it again. Thanks Alberto!

Our tour with Alberto could not be better, super complete, interesting and entertaining. Throughout the itinerary it gave us very curious and valuable information, from historical aspects to curiosities of the city and its people. You could certainly tell how much he knew about it. We would repeat without hesitation, thank you very much!!

Arrived in front of Cartiers store this morning to get your cancellation due to lack of numbers. I have had this booked for months, no other days or times available for our remaining two days..poor service

Excellent experience, a little tired but worth 100%, you get to know the most important points of Prague, the excellent guide with a lot of knowledge of history and excellent at sharing and recounting all the information.

All perfect a great professional, clear and accurate information, and very friendly. Your explanations are very precise and enjoyable, nothing heavy is done, it far exceeds the average guidebook, so without a doubt, I have visited Prague a few more times making other visits and the truth Alberto is the best.

+2