It was our understanding that the arrangement was for round trip transportation from cruise port to center city Rome. Morning pick-up was arranged by 7:30 because we needed to be to tour meeting place no later than 9am. And that arrangement was confirmed several days before and again the evening prior to pick-up. Driver was late because there was traffic getting to us and indicated he was “in Que”. We finally found each other, late And he made every effort to make up delay by literally a “Mad Hatter”’ride to center city Rome. I was in contact with the tour and they waited for us. Problem arose when end of day pick -up never showed up. After several communications, transportation payment of $295.35usd was one way. A second on the spot transportation was achieved for $150euros. So you. An understand our frustration in feeling taken advantage of when the transportation service Viator used Bibbo was less than satisfactory. They charged us enough for round trip but said they never contracted round trip. All the while we
Believed our car fare was round trip and we were frantic to get return transportation knowing we needed to get back to the ship on time. All my notes indicate round trip. The drive was late (traffic so he should have gotten there sooner) and the ride was very definitely hurried and hectic, scared us oldies. However he did manage to shave minutes off the drive and thankfully tour operator waited for us! All in all, I would never use that company again. And considering April Lambert and Patricia Huff used Viator for pieces of this planning, we are disappointed in the whole mess!
事業者からの返答
Dear Patricia,
We would like to clarify—also as mentioned via WhatsApp—that the service booked through the platform was a private one-way transfer. The product description never refers to a “Round Trip” service, nor does it include a return journey. The “From/To” indication is only meant to specify the pick-up and drop-off points (e.g., from the port to Rome or vice versa), and does not imply that the price includes transportation in both directions.
We are sorry to hear that the morning ride was not as comfortable as it should have been. Your feedback is important and will be shared with the driver to help improve the quality of our services.
Regarding the return trip, we would like to remind you that—despite the very short notice—we immediately proposed an alternative solution to help you return to the port on time. Unfortunately, we did not receive a response in time to proceed with the necessary arrangements.
We are, however, relieved to know that you were able to return in time and that your cruise began as planned. While we sincerely apologize for the situation, we must reiterate that the service you booked was clearly stated as a one-way private transfer, with no ambiguity.
S
Sai_P
May 30, 2025 · via Viator
Horrible!!! Waited an hour
The driver was late by 45 mins. He had to keep us waiting because he decided to attend to an uber fare before us.
And we were waiting at the cruise terminal from 8:30 to 9:30am. The company won’t compensate for the delay (they claim it is traffic, but all our fellow passengers were getting their transfers in time). We waited for an hour due to this driver and the ridiculous company. Won’t recommend them….
And too bad… Viator took their side and didn’t want to do anything about it.
事業者からの返答
Dear Sai,
Thank you for sharing your feedback. We are truly sorry that your experience did not meet your expectations.
However, we would like to clarify a few important points. According to our records—and as confirmed by your own WhatsApp message at 9:27 AM—you were already in the vehicle by that time (meeting time 9 AM, not 8:30 AM as stated by you). This means the delay could not have been 45 minutes, as you stated. While our driver did arrive a few minutes later than scheduled due to traffic conditions near the port (a common occurrence during cruise disembarkation), he was not servicing another fare beforehand, and certainly did not make you wait for an hour.
We strive to provide timely and professional service, and we understand how valuable your time is. We regret any inconvenience caused by the short delay, but we believe it's important to correct any misinformation for the sake of accuracy and fairness.
Regarding Viator, they reviewed the case independently and did not find cause for compensation, based on the verified timeline of events.
We appreciate your understanding and hope you will reconsider your impression of our company in light of these facts.
Kind regards,
Francesco Bibbo
General Manager
V
Victoria_G
July 13, 2024 · via Viator
Not great experoence
Driver was 50 minutes late and was not private as advertised and paid for
7 people crowded into van with luggage. Use another service.
1人が参考になったと回答
事業者からの返答
Thank you for your feedback. I apologize for the delay and the inconvenience. The original car had an unexpected engine malfunction, so we sent another vehicle to ensure your trip wasn't canceled. We'll strive to improve our service.
G
Gladys_H
November 7, 2023 · via Viator
Great
Our driver was on time and got us to the port on time. He was friendly and shared some basic highlights of the city as we passed them. This was pleasantly unexpected and kind of him.
V
VP_P
September 25, 2023 · via Viator
Viator is a great option for Civitavecchia port pick up
Driver was 30 minutes late is only reason I gave 4 stars instead of 5. All other drivers from various companies were there before ships arrival and awaiting customers. We were the very last ones still waiting.
N
Nalini_R
June 27, 2023 · via Viator
Excellent booking service
Viator and their service providers are excellent. Everything went perfectly and communication was fantastic. I appreciate their speedy response to my last minute booking
L
Louise_P
June 6, 2023 · via Viator
Rome Transport Companies not always reliable.
Well, Viator had us booked with a transport company that canceled us the night before. They booked us with a second transport company that cancelled us an hour after we were booked. We were frantic as we were being transported to the port, and it wasn’t like the ship was going to wait for us. They worked hard and found us a third transport company, which was absolutely fantastic! I don’t blame Viator for the mishaps, but the transport companies. Hopefully they stop using the first two! We will continue to use them.
