No one showed to give us the tour. Waited 25 min. No call or text from driver. We called Viator agent and sent message, no reply! Extremely disappointing from a company who is generally up to par.
Dear Guest, We are truly so sorry for what happened and completely understand how disappointing this must have been, especially after you waited for us and tried to get in touch. Unfortunately, your reservation was missed due to an internal scheduling error, and by the time we realized what had happened, it was too late to arrange the tour properly. The full amount paid has been refunded. Since the booking was made through Viator, some refund communications are handled through their platform. We feel terrible that this happened during your time in Rome. This is not the experience we want any guest to have with us, and we have already reviewed the situation internally to help prevent it from happening again. Please accept our sincerest apologies. We truly hope this one unfortunate experience will not define your impression of our team, and we would be very grateful for the opportunity to welcome you again one day and give you the experience you should have received from the beginning. Warm regards, Atina
