Disappointed to say the least. Long story short, I booked this tour from Australia and mistakenly made an error and booked it for the 25th of April instead of the 25th of May. The tour guide contacted me in Australia last month and I realised my error and sent her a message totally owning my mistake, I understood a refund was not applicable but requested if there was any chance we could transfer it to today the 25th of May. She said she was just the tour guide but she’d inform her bosses. I sent not one but 3 messsges since via the Viator message link with no reply also resorting to messaging the tour guide when we arrived in Cologne last night. No one has responded even if it had been I’m sorry but we can’t transfer, I think I would not of bothered to write this review. As I’m sitting here today in Cologne I can’t help thinking what we might of missed out on, poor form for zero communication, would not recommend on that alone, 0 stars
We regret the inconvenience and understand the frustration caused by the situation. However, we believe it is important to clarify that the tour did not take place due to an error in the selected booking date, as it corresponded to a period when you were not yet in the country. Additionally, date change requests for bookings made through Viator must be handled directly with the platform, as we, as the tour provider, do not have access to modify dates or approve changes. We respect all opinions, although we believe it is important to clarify that the service was never carried out.
