Terrible experience, do not trust this organizer (and Viator support). We booked this excursion well in advance. We were a bit hesitant seeing the negative rating and had therefore written to get confirmation that it was confirmed. The confirmation was very important as we were on a cruise and we saw it as the main excursion of the trip. After the initial confirmation message, the week before the excursion we wrote to the organizer again to get confirmation (the tickets had been issued following payment). Not receiving any response, we started to get suspicious and asked Viator for confirmation that everything was correct and confirmed. Upon receiving reassurance of confirmation from Viator, 2 days before the excursion, while we were already traveling, we received an unclear message from the provider inviting us to choose another tour and stating that a refund for this one, which had already been paid for, would be issued! We immediately contacted Viator again and the result: very dismissive customer service that perhaps an AI would have done better in substance (maybe not in appearance), excursion canceled (despite still appearing confirmed in the app), no form of rebooking, no other alternative available, and we had to purchase a similar excursion on the ship at the last minute - paying more than double for it - so as not to be left stranded on what was supposed to be the main excursion.
hank you for your review. We are sorry that you were disappointed; however, we must clarify that several statements in your review are not accurate. We did not cancel your booking two days before your excursion. You were informed in advance that this particular tour was not suitable for cruise ship passengers due to the timings involved, and we advised you to choose an alternative excursion to ensure you would return to your ship comfortably and on time. Your refund was processed promptly. At no point did we leave you without notice. We communicated this as soon as it became clear that the tour was not appropriate for your travel schedule, as your safety and ensuring you did not risk missing your cruise departure are always our priority. We understand your frustration and regret that this affected your holiday plans, but we cannot agree with a review that presents an inaccurate version of the events. We always strive to communicate openly with our guests and would never knowingly operate a tour that is unsuitable for cruise passengers. We wish you all the best in your future travels.
