Excursion de 2 jours à Gudauri et Kazbegi à Tbilissi

I acknowledge that the contact number on my booking record was outdated, and the operator did attempt to reach me early in the morning. However, once I realized the mistake and confirmed I was en route, the customer service representative continued to lecture me on what I did wrong and send argumentative screenshots rather than efficiently handling the arrival logistics. The driver was reluctant to run the air conditioning appropriately during warm weather with a full vehicle, making parts of the journey unnecessarily uncomfortable. When I raised concerns about the representative's tone, the operator showed no accountability. In fact, their response was that "OUR MISTAKE WAS TRYING SO HARD TO ACCOMODATE YOU" LOL you are NOT accomodating me, you were lecturing me the entire time! The bus left ON TIME!!! They even suggested that they "should have left [me] at the hotel" instead. Here's what EXACTLY they said: https://www.viator.com/tours/Tbilisi/Tbilisi-2-Day-Gudauri-and-Kazbegi-Mountain-Tour/d22516-167074P35 Resolution: Because of the documented pre-tour communication issues and poor customer service handling, Viator customer support reviewed the complete interaction and issued a full refund for the booking. While George did a fantastic job as a guide, the back-office customer service and management’s hostile attitude fall far below standard professional expectations.

It was long trip however it was super interesting. Every place we stopped, it was well explained by the guide and kind replys for every questions. The guide was exellent especial explanations as well giving free time for our own explore. It was amazing. I absolutely recommend this trip.

I rarely leave negative reviews, but I feel other travelers should be aware of my experience. To be fair, I did change my number since I made the reservation and forgot to update with the tour company. The operator also made several attempts to contact me, including messaging me through Viator and contacting my hotel, and I recognize those efforts. However, after I acknowledged my mistake and confirmed that I was on my way, the customer service representative started to lecture me on what I should do “in the future” and try to argue with me instead of simply moving on. The representative continued to post screenshot of their attempt to contacting me and tried to tell me what I did was “wrong”. Rather than de-escalating the conversation, the representative repeatedly defended their actions and communicated in a way that I found unprofessional and dismissive. I later emailed the company’s management about this incident, but I never received any response or acknowledgment, which was equally disappointing. During the tour itself, the driver was also reluctant to turn on the air conditioning, despite the warm weather and multiple passengers on board. This made the journey unnecessarily uncomfortable. The one bright spot of the trip was our guide, George. He was warm, knowledgeable, patient, and genuinely enthusiastic throughout the tour. George worked hard to ensure everyone had a good experience, and he deserves recognition for his professionalism and positive attitude. Unfortunately, excellent service from one guide cannot fully make up for poor customer service before the tour and the lack of responsiveness from the company’s management afterward. **note** Based on my experience so far, I would not be surprised if the company responds to this review by once again denying any responsibility instead of acknowledging where they could have handled the situation more professionally

Highly recommend doing this tour over a one day option. George was a fantastic guide, and the driving sections were probably the highlight of the trip so no need to worry about the length of time on the minibus. All the tops were well planned with ample free time without feeling like they were taking too long. Pick up on the second day was straightforward and the tour company provided updates on the exact pick up time etc.

Excellent service. On the first day, they came to pick us up at the hotel and the day went very well even with a bit of rain. The next day, the guide picked us up at the hotel and took us on a very nice trek in the waterfall area; in the evening we returned to Tbilisi on time.

Friendly and knowledgeable guides (Zuka and George) with good sense of humour and charisma! 👍 I recommend! ⭐⭐⭐⭐⭐

I booked this guided tour through GetYourGuide and followed the organiser’s recommendations, including contacting them to obtain an hotel contact so I could get the best rate (instead of booking through platforms like Booking.com). They gave me the hotel manager’s phone number, but she never replied for more than three weeks, except once to say she had booked us into a different hotel that I did not want. Because of the lack of response, I eventually informed the tour organiser, BFT GROUP, that I had reserved another hotel on my own. Later, I discovered a mistake in this new reservation and tried to contact the hotel. The phone number was not assigned, Booking.com told me they couldn’t help, and when I searched for the hotel’s email address and sent a message, I received a bounce-back saying the email address did not exist. I explained this situation to the tour organiser, saying I couldn’t reach the hotel, that the contact details seemed invalid, and that the situation felt suspicious. Instead of helping, they responded in a rude and disrespectful manner, accusing me of seeing scams everywhere and practically pushing me to cancel the tour because they didn’t want me with their group. They also complained that I had “disturbed” them even before arriving in Georgia. A guided tour company is supposed to guide and assist clients, especially when this support is clearly mentioned in the activity description. Unfortunately, in my case, I experienced poor communication, no real assistance, and a lack of respect. Very disappointing experience. I warmly recommend Friends of Georgia instead.

Zuka and Toko, the guides are super helpful and amazing. Kudos to them What made me upset is the driver Zaza and his cold attitude towards the Indians. He was friendly with everyone but his attitude becomes cold and angry the moment Indians ask for any small help such as opening the boot for getting something from the bag I slipped from the footboard of the vehicle and protected myself by holding the tray in the vehicle. There was a slight damage which I agree could be my mistake. Instead of reasoning with me and asking me to pay a compensation, Zaza resorted to shouting at me in Georgian and trying to humiliate me infront of other passengers I don’t generally call racism so quickly as I understand that people’s behaviour might vary based on their comfort with other people. But Zaza’s behaviour is truly upsetting. His friendly smile turns to any angry face the minute he sees Indians

My 2 days trip from Tbilisi to gudauri and visit it kazbegi was wonderful, visited 4 places and a Georgian restaurant everything was great. My guide zuka was very friendly and made the trip memorable, also dr Sasha who organised the entire trip was very helpful and was on constant communication

It was a wonderful experience overall. Oto our guide was very friendly and explained us the different sight seeing with details. He made sure we are safe to travel till Gudauri and for few till Kazbegi. He is also experienced in his profession and helped us in getting good food in reasonable price and nevertheless helped us in getting some of ours good clicks. Thanks!!