My driver was excellent and very helpful but the tour operator was very rude and treated me very poorly. When the driver picked me up from my hotel to go to Mostar he told me there is a long wait at the border going and coming which will be a waste of time so I skipped Mostar and went straight to split. He told me to email the operator and get refund for not going to Mostar. Which I did and he emailed me back very rudely telling me I’m being smart to get money anc that I knew everything before I booked. I did not appreciate his attitude at all. He was very unprofessional and did not know how to treat his customers. Also after booking my trip he emailed me that the pickup point is far that I needed to pay another 45€ to him to be picked up from my hotel. Which I agreed to do even though I was very unhappy because no where in the booking it said that if you are in a certain area you need to pay more. The driver said that the operator asked for cash which I had to idea I couldn’t pay with credit card. I’ve been using Viator for a long time all over the world never had such a bad experience as I did with this operator. Overall they were very poor in handling this situation. Poor customer service. I do not recommend them. Be very careful when you book your tour.
To all customers: We have been providing services to guests for 11 years and unfortunately we meet guests who are looking for an additional service for little money. This guest booked a hotel 12 km south of Dubrovnik and asked to be picked up in an area where there are too many crowds in the summer and where you can lose up to an hour and a half. The end destination hotel in Podstrana is 7 km from Split, where it is also very crowded. For the difference in km, we charged 45€. The guest came with us to the border and was surprised when the driver asked for their passports. They saw a big crowd and asked if we really had to cross the border to see Mostar. They pretended to be crazy and at that moment decided to leave for Split immediately. They didn't want to waste much time because they had little time to see Split. We listened to their instructions and performed the service according to the guest's wishes. This was followed by a message to return part of the money. From our side, everything was done according to what is written in the ad. We have a lot of experience with the behavior of guests who do not think ahead but walk like flies without a head, and at the same time they are really stupid. The main thing for them is to say we will destroy your business, we will write you bad reviews, etc. Feel free to continue like this, you will not succeed. We are professional company and take we take responsibility for everything, there are honest guests who get the right service for their money.
