The guide did not show and we showed up 30 minutes early and waited until 30 minutes after the tour time. We tried to call Viator and we’re on hold for 45 minutes and finally hung up. We sent them an email and we sent them a text and got no response. We are very frustrated and disappointed.
Dear Customer, We’re truly sorry to hear about your experience and fully understand how disappointing it must have been to arrive for your tour and not be met as expected. Please accept our sincere apologies for the inconvenience and frustration this caused, especially given the effort you made to be there early. Unfortunately, there was an unexpected logistical issue on our side that day, and although rare, it prevented us from delivering the experience we pride ourselves on. As soon as we became aware of the problem, we made it our priority to resolve the matter. You were issued a full refund. We understand that this doesn't change your experience, but we hope it shows how seriously we take customer satisfaction and how committed we are to making things right whenever something goes wrong. We’d love the chance to welcome you again and provide the kind of experience our guests usually enjoy and remember fondly. Warm regards, Rosotravel
