シルミオーネ・スカリジェロ城チケットとガイドツアー

To say we were disappointed is an understatement. We arrived 15 minutes before our scheduled time, only to be left waiting for over half an hour. It quickly became clear to us, and another family who were also waiting, that the tour wasn’t going ahead. We tried calling the contact numbers and messaging through the app, but after another 15 minutes of trying to get hold of someone, I finally received a call back from the local tour company—not Viator. They explained that they had never received confirmation of our booking and that no tours were operating that day. It was incredibly disappointing. We had deliberately planned our day around this tour so that we could visit the castle, as the rest of our trip was already fully booked with other activities. We suggested returning on Monday and paying directly at the castle, only to discover that it’s closed on Mondays. That made the whole situation even more frustrating, and sadly we missed out on visiting the castle altogether during our trip. To be fair, the local tour company was very helpful. They asked me to forward all of my booking confirmation emails and submitted a refund request to Viator on my behalf, while I did the same myself. Viator acknowledged that the error was theirs, and I received a full refund today. While I appreciate that the refund was processed, it doesn’t make up for the lost experience. Unfortunately, I won’t be using Viator again. Lesson learned.

I booked this for a guided tour the following day. I was immediately contacted by the tour operator saying that they could only offer a self-guided tour due to an issue their end. I requested a refund but they have refused, stating I had to cancel a non-refundable tour and then request a refund via Trip Advisor, which is impossible. Beware of this company selling a self-guided tour as a guided tour and hiding behind terms and conditions.