Après-midi Lagoon Tour Murano, Burano et Torcello

In Venice, nothing was organized before the departure at 12:30; neither was the boat there, nor could anyone provide information, even the captain of the ship we left on in the morning was unfriendly and explained: just look, it will leave somewhere... Then a small boat with a capacity of maybe 50 passengers arrived; the lady explained, sorry, the large boat is broken and it will be a bit cramped until Murano, but it only takes half an hour (!). It was very hot, and they crammed about 100 people in. On the way to the next island, Burano, it seemed that the tour guide was only interested in luring all passengers to her acquaintances' shop, where everyone was expected to consume or buy something. At the last stop, Torcello, there were still 40 minutes to look around, although it was certainly a 25-minute walk from the dock to the village. The boats were old and loud, some of the benches were broken, and the staff, including the captain, were very unfriendly. I definitely cannot recommend this further.

Tour not organized in an optimal manner. Departing from S. Lucia, we got off at St. Mark's Square and waited under the sun for at least half an hour for the new water taxi. The guide spoke quickly on the boat, did not articulate well, and therefore it was not easy to understand what he was saying, especially due to the poor audio system. In my opinion, the visit in Murano lasted too long (about two hours). Instead, the tour in Torcello lasted about 10 minutes because we were behind schedule. Upon returning to St. Mark's Square, the new water taxi was present, but we waited another 15 minutes for the arrival of a person who was not part of the tour group. We arrived at S. Lucia around 7:45 PM with over an hour of delay. To evaluate another tour operator.

They herd tourists like sheep, not opening the boarding gate until 5 minutes before the boat departs. You must be there 15 minutes early, but they do not arrive early to manage their audience. The ticket does not specify the dock number, and as a result, despite the employee scanning the entry ticket and asking if it was that boat, we boarded the wrong one. They were side by side, leading to confusion. We have not been refunded the price of the excursion; we had a very bad experience. Terrible organization. With order and attention to tourists, these things do not happen. We complained to the company, and their response was that it was our fault and the fault of the access control for the adjacent boat. Perhaps if they attended better, with more foresight, and if the girl scanning the access ensured she guided her clients correctly, this would not have happened. If they had done their job well, when a customer asks and has doubts, the most correct thing is to guide them properly to where they should go. But no, it is easier to give incorrect directions, not pay attention, and blame the neighbor. Given the impossibility of taking the excursion another day, that is the only solution they offer us. I ask them to refund my money for a service not rendered, and they deny it.

The boat never showed up at the dock number given. Called the number the given in case of problems and was told the boat would be there in minutes but never came. Would not use this company again

Me, my husband and my son had a really nice day. A big thank you to the good and nice guide Giorgia! Patrizia, Stefano and Francesco

We greatly appreciated the professionalism of the team and the visits were very nice with comments in all languages. A busy day to do

I think the stop on the first island of Murano was short, making it impossible to explore the place. You should stop doing the tour on the third island of Torcello because there is no attraction in the place, and thus increase the time of visit in Mrano.

Beautiful experience, we are returning now, recommended excursion, Giorgia accompanied us in a beautiful and professional way.

The islands themselves were beautiful and well worth the visit. However the customer service of this company was awful. We were booked on the 12 noon -6pm tour. The boat to collect us from Murano was late and as we were on our way to Burrano, it was announced that we wouldn’t be ending the tour until 8pm. We spoke with the guide who said that if we wanted to get back to Venice at original time we would have to arrange our own private taxi (which can cost €200). No reason was given for the change in times despite us saying which tour we’d booked onto and it clearly being they had combined us with the tour that was from 2pm-8pm (we were collected by a different boat and with a lot more people). When we tried to get an explanation and help, the door was slammed in our face and she refused to talk with us again until we approached her later at the next island. Here her response was she could do nothing. We had wedding anniversary dinner reservations which had to be cancelled and it really tainted our experience and visit to the islands. The lack of help and guidance was Extremely disappointing.

We were not met at the meeting point. We phoned up after 10 mins to say no-one had turned up and was told that the bust had left from a different platform to the meeting point. I explained that we were there but no-one came over with a Viator board and was told it was a different company that it had been outsourced to. How were we supposed to know the name of that Company? or know who to look out for. The whole thing was a shambles. I asked for a refund and was told No but that we could have a walking tour instead (less value) but that was of no use to us as we had limited time in Venice and had a full itinerary. Again I asked for a refund but no. I then got an email saying that the tour company had arrived at the port on time so it was our fault we’d missed the boat! We didn’t know who we were supposed to be looking for if not Viator. I would never use them again. Disgraceful behaviour and extremely poor customer service.