Failed to pick us up - confirmed the day before. No notification. We called them & they said Viator had cancelled the car. Viator denies it & said they would investigate. It was an early morning flight & it created a lot of stress. Stuff happens but what is not ok is that they didn’t contact us.
We are very sorry to hear about your experience. However, this was not on our end. Viator canceled your reservation 5 hours and 23 minutes before your scheduled pickup, and we received a refund confirmation from them at 12:07 AM. After a reservation has been canceled, it becomes Viator’s responsibility. They should have contacted you and arranged alternate transportation, as they had over 5 hours to do so. Unfortunately, because they did not, the situation is now being blamed on us. We do not provide rides for free, and please note that Viator takes about a 30% commission. We hope you received the refund email—if not, that is again an issue with Viator. Lastly, once a cancellation or a refund has been processed, we are not allowed to contact passengers directly, as that is Viator’s policy. We completely understand the stress of traveling for an early morning flight, but unfortunately, this cancellation was processed directly through Viator.
