I booked a private Picasso Museum tour well in advance and had a terrible experience from start to finish. The operator immediately tried to get me to cancel and rebook directly outside of Viator. They then refused to accept payment, forcing me to call Viator to process it manually. After that, the operator continued to avoid confirming a guide. I called Viator twice to resolve it -- the third time, they told me to call the operator myself, which should never be the customer's responsibility. I ultimately had to threaten cancellation before the operator confirmed a guide. The booking confirmation explicitly stated tickets were included. We arrived at the museum and there were no tickets waiting for us. This was a poorly managed tour with an operator who was actively trying to circumvent Viator's platform, and Viator failed to step in and protect the customer at every turn. I would not book through this operator again and am seriously reconsidering using Viator at all.
Thank you for your review - though we'd like to set the record straight: Viator and Tour Up are two separate companies - Viator service failures are not ours to answer for. Here is the truth for ALL THE FUTURE CUSTOMERS: Viator pays suppliers one month after booking. We have nothing to do with the financial difficulties you faced. Now You booked for 7 people in high season with a 24-hour cancellation policy - buying tickets in advance under those conditions would have been a serious financial risk for us. Also to guide a group of people 6+ you need to pay for a special guide reservation. That is what we tried to explain you having reached out multiple times to secure the booking directly through our website, which is completely standard practice for groups of this size. Tickets were purchased on the spot in 5 minutes. The tour ran its full 3.5 hours. So you cannot blame that the tickets took away some time from the tour. But MOST IMPORTANTLY - you forgot to mention that you and your group of 7 loved the tour and sent a glowing message to the guide afterwards. We have it. We'd attach it here if Viator allowed suppliers to upload proof. We always strive to provide the best and most unforgettable experience for our clients - but we cannot take responsibility for dissatisfaction when clients put spokes in their own wheels. With love, Tour Up in Europe Team
