A disaster from start to finish. Went to the meeting point but coaches parked all along the road so missed 2. before crossing the road to flag one down. Once on board, the guide couldn’t retrieve the tickets. We showed her our payment info and she what’s apps the other guides to let them know we could board. After visiting the Duomo, we tried to board another line. The guide again tried to access our tickets and eventually told us to go to another bus. We missed the bus we wanted by this stage. The sellers of the tickets again tried to access our tickets but couldn’t find them. Eventually after looking through the email, he found in the small print a link which took us to the tickets. This was all stressful and too late to get a red or yellow line. The guides told us they were having trouble with Viator and showed us on his phone a long list of problems. Obviously there is some miscommunication somewhere. After complaining to Viator they said they would give us a refund but on investigation told us they wouldn’t. The trip would have been fine if it was with another company.
Dear Jan H, Thank you for sharing your feedback. Upon reviewing your booking, we confirmed that the actual tickets were duly shared with you via email and on the WhatsApp number provided. When you contacted our team, we immediately connected with you by phone, assisted you with the ticket access, and also shared the live bus-tracking option to help you with the journey. We would like to clarify that the actual attraction/transport tickets need to be presented for boarding, rather than the confirmation voucher. We regret the inconvenience caused and appreciate your feedback, as we continue to improve the experience for our guests.
