I am extremely disappointed with this tour. We paid $605.96 for a group of three, and in return we essentially received a six-hour round-trip car ride with very little sightseeing or guidance. Our driver, Attila, was kind as a person, but he did not provide the experience that was advertised. During the two-hour drive to Vienna, there was virtually no commentary or information about the region. We drove in complete silence until we reached a rest stop. After another hour of driving, we arrived in Vienna, where we were simply dropped off in front of a hotel and told to walk straight to the Opera House, then turn left to reach St. Stephen's Cathedral. Had we not specifically asked about the outdoor market, we never would have known it was there. Throughout the drive around the city, there were countless opportunities to point out landmarks, neighborhoods, or provide historical and cultural information. As first-time visitors, we had no idea what we were seeing or where we were. That is exactly why we booked this tour instead of arranging transportation ourselves. After approximately two hours of walking on our own, we were taken to Schönbrunn Palace. We were dropped off and told that we could spend up to three hours exploring the grounds, but that admission to the palace was not included. Again, there was no guided experience or meaningful information provided. The tour description clearly states that the itinerary includes a visit to Hofburg Palace. This stop never happened. I even asked the driver whether there would be any additional stops, and he told me the tour concluded after Schönbrunn Palace. This was not the tour that was advertised. When I contacted the tour operator to express my concerns, I was treated unprofessionally. Instead of listening, she was rude, dismissive, and accusatory. When I requested a refund, she simply said she would call her boss. When I asked for his contact information, she responded in a belligerent tone that I didn't need it. As a paying customer, I should be treated with respect, not spoken to in such a manner. Everyone in my party was extremely disappointed and frustrated with what can only be described as a mediocre experience. Had we known this was simply transportation with minimal guidance and fewer stops than advertised, we never would have booked this tour. The tour description is misleading and inaccurate. We spent far more time driving than actually experiencing Vienna, and the promised itinerary was not fulfilled.
Dear Matthew! Thank you for taking the time to share your feedback. We are sorry that the experience did not meet your expectations. However, we would like to clarify several important points. This experience is clearly advertised as a private day trip with an English-speaking driver, not a licensed tour guide. This information appears multiple times throughout the product title and description. Our drivers are happy to share local knowledge and recommendations, but they do not replace the services of a professional licensed guide. For comparison, a private licensed guide in Vienna typically costs well over USD 400 for approximately three hours, without including private transportation. A service including both a private driver and a licensed guide would therefore be a completely different product at a significantly higher price. As soon as you contacted our office during your trip, we immediately began investigating your concerns. We have the complete communication with our driver from throughout the journey, which clearly shows that we worked to address the situation in real time. Unfortunately, the phone conversation became highly emotional, making it difficult to have a constructive discussion while the trip was still in progress. Nevertheless, our team did everything possible to assist. We fully stand behind our customer support team. Whenever we make a mistake, we acknowledge it and work hard to make things right. However, in this case, we believe the service was delivered as described, and the main issue was a misunderstanding regarding the difference between an English-speaking driver and a licensed tour guide. We do appreciate your feedback and will continue improving our product description to ensure future travelers have even clearer expectations before booking. Thank you, Jan
