Got there at the time they told 8:45. Nobody was there. Then at 9 o clock a guy came and told me that the tour wasn't there. I tild him is here b3cause this is the meeting point and one of the boats is the one that was there. Then I show him the reservation and he said yes is here. Ket me call the tour operator. He called and never answer. I texted him and never got a replied either. The guy told me that we have to wait till he comes. Then he came back and told me that he was going to make a phone call to see if someone can pick us up. I called Viator and talk to a representative and he told me that he was going to sent an email and call the tour operator ans he did not never answer. Was already 925. Was hot and no answer from the operator. Called again Viator and they told me to leave and they will take care and give me money back. Is being g 2 days and money and no replied from them. Just called again and they told be I hace to wait between 24 and 72 hrs. Really disappointed because he had to pay for another tour in other company. Lost almost all morning waiting and still no words from Viator. Calling again. I've been using Viator for ever but won't use it anymore with this experience
Dear Rebeca, First and foremost, I want to deeply and sincerely apologize for the terrible experience you had with us. Reading your review is heartbreaking because we pride ourselves on delivering seamless, beautiful experiences in Bacalar, and in your case, we failed entirely. There is no excuse for the lack of communication, the waiting time under the sun, and the frustration you experienced. Due to an internal administrative oversight, your booking was not correctly synced with our team on the ground that morning. This is absolutely not the standard of service we operate by, and we have already taken immediate measures to ensure this technical and human error never happens again. Regarding your money: We have already processed a full refund from our end. We have also contacted Viator support directly to request that they expedite the processing time so you can see it reflected in your account as soon as possible. We know we ruined your morning and that you had to scramble to find another option, which pains us deeply. We would love the opportunity to regain your trust. If you ever decide to visit.
