Nothing was as described. Our driver barely spoke English and did not follow the itinerary. He asked for more money at the end of the tour for going over the time (which was not our fault). We were supposed to go from Rome to Sorrento (3 hour stop) on to Positano (2 hour stop). Our driver took almost 4 hours to drive further south then up the coast to Amalfi. He asked if we wanted an hour or more and we told him 30 minutes as this was not a stop on our tour and we wanted the time in the places we were supposed to go. When we arrived in Positano (he said he was doing the tour backwards), he wanted to give us an hour. We told him no, we wanted two hours as per description of tour. We messaged when we were done and he took over 20 minutes to pick us up. At Sorrento, he wanted us to stay only one hour. We again said no, that we were supposed to have three hours according to the tour we paid for and settled on two hours. On our way back to Rome, we asked for a restroom stop. While we were stopped I received a message from Pino, our driver. He said his tour operator told him we needed to pay him an extra 160 euros as the tour went over the time. I don’t feel this was our fault. We were told a luxury car with usb ports and WiFi. The car was crammed with three adults in backseat (none of which are overly large) and one in the front. No usb ports or WiFi. We did not stop at any panoramic photo stops or for a limoncello tasting. Any questions we asked, he did not understand (we thought we were paying for an expert English speaking driver as described). We contacted Viator while driving back to make sure we did not have to pay the extra charge. We refused him, he then lowered the charge to 80 euros. We did not pay. We requested a refund through Viator & were refused a refund of any kind. I found this to be quite disappointing as I thought booking through a third party would guarantee getting what you paid for. We have done many excursions and have never had such an experience.
The American agencies did not heed you because you were completely wrong about everything; here is a copy of our response to the American agencies explaining why they did not rule in your favor (your statement is incorrect): Dear Agencies/ Customer Care Team, We are writing to strongly dispute and formally reject the refund request for Booking 1409042765. The driver, Pino, provided a premium, 5-star service that exceeded contractual obligations. 1. Driver Expertise & Route Specialization Driver Pino is a senior professional with 35 years of driving experience. Our company operates 10 to 11 trips to the Amalfi Coast every month, and Pino personally covers this route multiple times a month, seamlessly driving high-profile international clients from the US, UK, Dubai, and the Emirates. He possesses expert knowledge of local traffic, timing, and road conditions on the coastal routes. 2. Full Service Delivery & Complimentary Amenities The driver successfully took the clients to both scheduled destinations: Positano and Sorrento. Out of hospitality, he added a brief, complimentary panoramic stop in Amalfi. The luxury vehicle was equipped with functioning Wi-Fi, USB chargers, and a working refrigerator—where the driver personally stored medication for one of the guests, along with complimentary cold water and snacks. In Sorrento, he arranged a local pastry/limoncello tasting and recommended a top restaurant. 3. Delay Caused by Customer & Unpaid Overtime The contract clearly specifies a maximum duration of 11 hours. To arrive in Rome on time, the driver informed the group at around 15:30/16:00 that it was time to depart. One specific female traveler firmly refused to leave, demanding two extra hours in Positano/Sorrento despite warnings about return traffic. As a direct result, the tour returned to Rome at 21:00 (13.5 hours total instead of 11). The driver requested standard overtime fees (€160, discounted to €80), which this client aggressively refused to pay. 4. Group Feedback & Communication Pino speaks strong, communicative English (level 7-8/10) and acted as an attentive driver/escort throughout. The other couple in the vehicle explicitly apologized for the primary complaining passenger's rude behavior and tipped Pino €30 at drop-off in appreciation of his professionalism and patience. Conclusion The claim that services were "not delivered" is completely unfounded. The passengers received extra stops, free amenities, extended time on-site by their own demand, and 2.5 additional hours of private service for which our company was never compensated. We kindly request that this refund claim be immediately dismissed. Sincerely,
