I had a very frustrating experience with this tour operator after booking through Viator. A few weeks before the trip, I confirmed the pick-up point, received the ticket, and the payment was successfully deducted from my account, so everything seemed perfectly in order.
However, on the day of the tour, the guide never showed up. When I called their office, they initially claimed they had no record of my booking. After asking them to double-check, they eventually found the reservation in their system, but then told me they were already fully booked for the day.
I was assured they would look into possible solutions, but instead of helping, they simply cancelled the booking and refunded the money. While I appreciate getting the refund, that doesn’t make up for the wasted day and the lack of support.
What made the situation even more disappointing was that when I tried calling again to see if they could help arrange an alternative or recommend another option, they completely stopped answering the phone.
Overall, very poor communication, lack of accountability, and no effort to assist once things went wrong. If you actually want to go on your planned tour without stress, I strongly recommend booking through a different operator.
事業者からの返答
Hi Louise.
Thank you for your derogatory comment on a tour page that you never took! Which nevertheless helps us improve our services and customer support.
Indeed, there was a synchronization failure between our API booking center and VIATOR, for which we apologize once again, as it is a technical issue beyond our and your control.
And since you decided to comment on the situation, this also allows us to explain some details that you don't mention, but that actually you are aware:
- Something like this has never happened to us before.
We value and honor our customers and work with 5-star reviews on ALL our tours, both on and off this platform.
- When you called me, I wasn't at my office! It was weekend and I was on the field with another tour. And that was the reason I couldn't spend more time talking or messaging with you.
(I assume you wouldn't want your guide to ignore you and spend time on the phone instead of doing the tour or the driving...)
- As we didn't had availability, I canceled your tour so that you could quickly receive your refund. -
Then you told me I should pay for an Uber or Taxi so that you could do the tour...?!
- Wait a minute - So... I returned the money, explained what happened and offered my sincere apologies (all within about 15 minutes), and yet you continued to call and send threatening messages throughout the morning, demanding payment from my company to an external transportation contracted by you?!
- so money back and free tour at your will under threat??? -
I'm sorry, but we don't agree with threats or half-truths. We were sincere and honest with you! And although you are not entitled to comment (since you didn't take this tour with us), you did, and only to create a negative image of an activity and company that you actually had no contact/experience with, which is regrettable...
In any case, I send you my best wishes, and I want to assure you that we are working on constantly improving our front and back office so that situations like this do not happen again.
BR,
Ricardo Costa
Z
ZABOU2410
May 8, 2025 · via Tripadvisor
Wonderful nature
The landscapes are beautiful and hiking trails numerous. The waterfall is sublime as well as the forest. We loved the ride
J
Judi
April 20, 2025 · via Viator
A Wonderful Day full of Nature's Beauty
This tour was a chance to see the beautiful flora of Portugal and be amazed by the cascading waterfalls and fast-flowing streams. While it took over an hour to arrive at the National Park, it was worth it. The scenery was stunning. Our guide gave many history lessons along the way. The lunch stop in a quaint village offered traditional Portuguese food.
事業者からの返答
Hello Judi.
Thank you so much for your kind words, company, generosity and for the lunch! :) (that big beef that even though we shared it between the 3 of us there was still some left!)
I don't remember if I thanked you properly at the time...
I hope to count on you for a future visit, where we can visit other equally stunning areas of the Park!
Thank you again. It was a pleasure meeting and guiding you.
BR, Ricardo Costa
P
Peggy_E
April 7, 2025 · via Viator
We had a really enjoyable...
We had a really enjoyable time with Ricardo. He led us on several walks to different areas of the park, lovely villages, good lunch spot and was very informative. Highly recommend touring with him.
事業者からの返答
Hello Peggy!
It was also a pleasure to meet you and show some good spots in Gerês National Park.
I hope you got some good photos (despite the day being a bit grey), and that you keep a little bit of this natural Portugal in your hearts.
Thank you so much for your kind words and sympathy!
All the best,
Ricardo Costa
C
Carla_H
December 7, 2024 · via Viator
A lovely tour of Gerês national park.
We had a most enlightening fall tour of Gerês national park including seeing beautiful waterfalls, eating a local delicious meal in one of the small villages, plus a coupe of interesting hikes. Our Guide, Bruno, gave us interesting history. We had a splendid time! We highly recommend the tour!
事業者からの返答
Hi Carla.
Thank you so much for your kind words!
The National Park is definitely one of the most pleasant visits in the north of Portugal. We are happy that you were able to make the most of the park's diversity, key attractions and lesser-explored areas. The support of a good guide is important, but no less special is undoubtedly having friendly and interesting visitors like you.
On behalf of Bruno and myself, thank you again for your visit and company!
See you soon, Ricardo Costa
B
Bianka_N
September 26, 2023 · via Viator
Don't hesitate and book this tour!
Taking this tour was one of the best things we did in Porto! The national park is beautiful and vast, you can definitely spend several days there. Ricardo was an awesome guide - super fun and relaxed. It was like travelling with another friend 😊 We ate like kings at a very nice and modern restaurant. Ricardo adapted the tour to our needs and likes and we are leaving with precious memories of swimming in a waterfall !! Don't think twice before booking this tour, it will definitely be worth it 😉
1人が参考になったと回答
事業者からの返答
Thank you my friends! That's exactly what I'm looking while doing my job. Make friends forever!
I enjoy getting to know people, cultures, curiosities... And with friendly and caring people like you, everything is very easy ;)
It was a pleasure to meet you. I hope for your 2nd visit soon!
Cheers, Ricardo
J
JhungHa_K
August 11, 2023 · via Viator
Best experience from our first visit to Portugal
This has been the best experience and memory my family is taking with us back to UK from our visit to Portugal this time. Ricardo is an exceptional guide and was so pleasant to have a trip with. Ricardo picked us up from our accommodation in the morning and after about an hour drive we were entering the beautiful national park. Ricardo led us through a lovely, picturesque walking path that once Roman soldiers stepped through and we could appreciate the majestic view of rocky mountains and the lake. We had great traditional Portuguese lunch at a local restaurant and drove along a winding mountain road - which itself was an adventure - to get to a high point to enjoy a spectacular view. My children were looking forward to having a dip in a lagoon under a waterfall and the water was crystal clear - you can see fresh water fish swimming next to you - and we certainly had a great time. Ricardo took us to another hidden pool where we enjoyed quietness - we were the only people. Muito obrigado, Ricardo, for arranging such a great day for my family.
1人が参考になったと回答
事業者からの返答
Completely honored by your comment! Thanks!
The National Park of Gerês and the different activities we can do there are undoubtedly perfect for the whole family/group! Adding the fact that it is a private tour, we can effectively customize it to your interests.
Thank you so much once again for your kindness.
I hope you return soon!
Best wishes, Ricardo
P
Peter_W
July 17, 2023 · via Viator
Waterfalls
The waterfall was amazing. Guide was knowledgeable and funny. Would definitely do it again. Nice scenic walk as well.
1人が参考になったと回答
事業者からの返答
Hi Peter. Thank you so much for your kindness! Glad you had a good time.
Hope you return to Portugal soon!
Best wishes
C
Curious67882997428
July 4, 2023 · via Tripadvisor
Fantastic experience
Fantastic tours with a very nice guide. Everything tailored to our needs. We will do it again and will definitely recommend it.
事業者からの返答
Muito obrigado pelo vosso feedback e simpatia! Ficarei a aguardar o vosso regresso :)
Um abraço!
C
Carmen_O
May 4, 2023 · via Viator
Great views
Ricardo was a great guide, patient, friendly and attentive with us.
We had a small group, looked like we were close friends
事業者からの返答
Hello Carmen. Thanks for the kind words! we do our best for that. Make every itinerary a pleasant trip for everyone and friends forever. Glad you had fun and kept good memories of us. Cheers!!!
Portoの類似ツアーを比較
最安値: 3 Hour Porto Highlights on a Electric Bike Guided Tour — $33
最高評価: Douro Valley Small Group Tour: 2 Wineries, Lunch & River Cruise — 4.9 (5,756 件のレビュー)
最短: 3 Hour Porto Highlights on a Electric Bike Guided Tour — 3 時間
