horrible!
Extremely negative experience. I do not recommend.
I booked this activity and, after realizing I had initially selected the wrong date, I contacted the company and Viator. The change to August 31st was accepted and confirmed, so the activity should take place normally on that day.
For several days I tried to get clear information from the operator about the meeting/pickup point, but my messages were practically ignored. On the day of the activity, I continued to try to contact them and even called several times, without getting any help.
My reservation included a pickup service, which Viator support later confirmed. Despite this, no one showed up to pick me up and no one correctly informed me where I should be.
To not lose an activity that was already paid for, I still had to spend extra money on an Uber and travel on my own, trying to find the location through a vague address. Even making all this effort, the activity ended up not happening.
Throughout the entire situation, I was in contact with Viator support, who also tried to speak with the operator without success. It was inclusively indicated to me that a full refund would be requested due to lack of response and non-provision of the service.
Later, to my surprise, the operator refused the refund request, despite the activity confirmed for August 31st not having been provided.
In other words: I paid for the activity, the pickup was not included, I didn't take the tour, I spent even more money trying to get to the location, and I had huge difficulty getting any response from the company.
I have screenshots of all the conversations and all the contact attempts.
A tourist activity should not work this way. When a client is in a foreign country, the minimum expected is communication, clear location, and fulfillment of the contracted service.
I do not recommend this company. The lack of communication, organization, and responsibility turned what should have been a good experience into a huge waste of time, money, and stress.
事業者からの返答
Thank you for sharing your feedback. We would like to clarify the circumstances surrounding this booking for future readers.
The original booking was made for August 14. On that date, our vehicle and driver went to the customer’s hotel as arranged. After the driver had already arrived, the customer contacted us via WhatsApp and explained that the wrong date had been selected and requested to move the activity to August 31.
As a gesture of goodwill, we agreed to change the date to August 31 without charging any additional amount, even though the vehicle and driver had already been dispatched on August 14.
The customer therefore had a confirmed arrangement for August 31. However, on August 30, just one day before the rescheduled date, the customer contacted us and requested to cancel the booking and receive a refund.
We understand that plans can change, and we always try to accommodate our guests whenever possible. However, it is important to clarify that this was not simply a case where the customer arrived for the confirmed activity and our company failed to provide the service. The original service was arranged and the driver attended the hotel on August 14, while the change to August 31 was made at the customer’s own request.
We regret that the experience did not ultimately take place, but we believe it is important that the full sequence of events is understood when considering this review.
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Obrigado por partilhar a sua experiência. Gostaríamos, no entanto, de esclarecer as circunstâncias relacionadas com esta reserva, para que os futuros viajantes tenham acesso a todas as informações relevantes.
A reserva original foi feita para o dia 14 de agosto. Nesse dia, o nosso veículo e o nosso motorista dirigiram-se ao hotel do cliente conforme combinado. Após a chegada do motorista, o cliente entrou em contacto connosco através do WhatsApp, informando que tinha selecionado a data errada e solicitando a alteração da atividade para o dia 31 de agosto.
Como gesto de boa vontade e para ajudar o cliente, aceitámos alterar a data para 31 de agosto sem qualquer custo adicional, apesar de o veículo e o motorista já terem sido enviados no dia 14 de agosto.
Assim, a nova data de 31 de agosto foi acordada a pedido do próprio cliente. No entanto, no dia 30 de agosto, apenas um dia antes da nova data prevista, o cliente entrou novamente em contacto connosco para solicitar o cancelamento da reserva e um reembolso.
Compreendemos perfeitamente que os planos possam mudar e fazemos sempre o nosso melhor para ser flexíveis com os nossos clientes. No entanto, é importante esclarecer que esta não foi simplesmente uma situação em que o cliente compareceu para uma atividade confirmada e a nossa empresa não prestou o serviço. O serviço inicial foi devidamente organizado e o nosso motorista esteve presente no hotel no dia 14 de agosto. Posteriormente, a alteração para 31 de agosto foi feita a pedido do cliente.
Lamentamos sinceramente que a atividade não tenha acabado por acontecer, mas consideramos importante que toda a cronologia dos acontecimentos seja levada em consideração para que a situação seja compreendida corretamente.
Let down twice!!!
We booked quads for the whole family and were excited for the adventure but on the day of the ATV the driver cancelled on us due to some story about the government issuing warnings because of the hot weather condition but an uber driver happened to also be a tour guide and said he is still due to take his group on this "hot weather day" for quads experience. However we thought we would give the company we had booked with the benefit of the doubt, so we arranged another day and time for our experience but come the day of the adventure same thing happened our company driver cancelled on us again. He knew which day we were due to leave so had no other day spare so we requested a refund, which was the only positive I have from this experience that our refund came through afew days after it had been requested. This was my experience dealing with this company but you may have a better experience, I dont like leaving negative reviews but this had to be noted.
事業者からの返答
Thank you for sharing your experience.
We would simply like to clarify that the ATV activity was cancelled because the area was officially closed due to the extreme weather conditions and safety concerns. This was completely outside our control, and our decision was made solely for the safety of our guests.
We understand that having the activity cancelled was disappointing, especially after arranging an alternative date. However, the situation was beyond our control and we could not safely operate the experience while the area was closed.
Most importantly, we did not keep any payment from you. Your booking was fully refunded, and the refund was processed successfully.
We are sorry for the inconvenience caused by circumstances beyond our control, but we always put the safety of our guests first.
Fun activity with great views
Great route, very scenic. Nice people operating the activity. Such wonderful views of the pyramids and the guides help you take photos too
Fantastic quad bike around Pyramids
Our guide Alaa was fantastic. He took us to the area that looked a little run down. He reassured us everything was fine. He arranged everything with the quad bike staff and ensured we were supported before we left.
Quad biked for over 2 hours, not rushed at all. Taken all around the pyramids, plenty of photos then by the two guided we had. Fantastic experience