The agency that handled our booking was terrible and very expensive; we even had to buy extra ferry tickets because they made a mistake. They failed to purchase return tickets for the driver and for one person included in the tour. We paid for four tour tickets, but they only paid for three. It was an expensive tour with poor service.
Thank you for sharing your feedback. We’re sorry to hear that the experience did not meet your expectations. Our team made every effort to provide a comfortable and enjoyable private Victoria experience, including arranging a Spanish-speaking guide and providing a premium black Cadillac Escalade for your group. We understand, however, that expectations can sometimes differ, particularly with a full-day private tour of this length. This is a 12–13 hour private land tour to Victoria, and the itinerary, transportation, route, inclusions, and pricing are clearly outlined on Viator at the time of booking. The tour does not include transportation by float plane, so we are sorry if there was a misunderstanding regarding how the tour would be conducted. Regarding the ferry tickets, we acknowledge that there was a genuine booking error on our part. Four tour tickets were required, and due to a mistake, one guest and the driver were not correctly included in the return booking. We sincerely apologize for this oversight. It was an administrative error, and we understand the inconvenience it caused. We have taken this feedback seriously to help ensure it does not happen again. Aside from this booking error, our team worked throughout the day to accommodate the group and provide the services included in the tour. We regret that the overall experience did not align with what you had envisioned, but we hope future guests will review the detailed itinerary and inclusions carefully so that expectations are fully aligned before booking. We appreciate your feedback and will continue working to provide the high level of service our guests expect from a private tour.
