With less than 24 hours notice (strangely the free cancellation is up to 24 hours before the trip) we were informed that, due to insufficient numbers, the tour giuide would not be offered and the trip would be self guided. We were offered an audio guide and pamphlet in exchange. We could have bought the same tour without a guide for £30 less for a couple. No compensation was discussed or offered, until I mentioned it. Suffice it to say it has yet to materialise and no figure has been given. The self guided material was very poor and the tourist office offers similar for free. The tour was advertised as being from 10am until 3 30pm. In fact we returned at 3.00pm. We were dropped 20 minutes away from the sassi area (left to our own devices to find the way), in the baking heat and along a busy road which was being dug up and the pavement was out of action. Allowing time to ensure I caught the return bus, together with the outward journey, another hour was deducted from time available for exploring the sassi area ie one and a half hours lost. My partner chose not to attend without the guide. I found the sassi area difficult to navigate as I expected, hence my choice for once to go with a tour company. This is my first trip with Viator and it will be my last. I’d be grateful if Viator could expedite my compensation upon reading this.
Dear Customer, thank you for taking the time to share your feedback. For us, the quality of our services is extremely important, as is making sure that every guest feels properly assisted and that, whenever possible, their individual needs are accommodated. There are, however, some circumstances in which the minimum number of participants required for a specific guided service is not reached. In your case, the excursion itself remained fully confirmed, but unfortunately the minimum number necessary to operate the guided visit in Matera was not achieved. Our aim is always to offer customers additional options whenever possible, so that they can enjoy a high-quality experience while maintaining a very competitive balance between service and price. This is precisely why we try to provide different solutions rather than simply cancelling the entire excursion when one specific component cannot be operated. When a physical guided visit is not available, we still offer the possibility of participating in the excursion at a significantly lower cost, while maintaining organized transportation, assistance, informational material and digital tools designed to support an independent visit. This is also part of the concept behind our Smart Tours, which are intended to be a modern and flexible way of travelling, making use of digital resources and allowing guests greater freedom during their visit. We fully understand that, for some travellers, having a physical guide in Matera may be an essential part of the experience. In that case, there are also many operators and dedicated guided services available locally which can guarantee a guide independently of the number of participants. Naturally, these types of services generally belong to a different price category, especially when they involve private or guaranteed small-group guiding. Our objective is slightly different: we want to make high-quality experiences accessible at a competitive price, while still offering customers the opportunity to add guided services when the minimum participation conditions are met. This model allows us to keep prices considerably lower than more personalized or guaranteed guided products. For this reason, there is inevitably a balance between price, flexibility and the level of personalization included in the service. We always try to communicate these options as clearly as possible so that each guest can choose the experience that best matches their expectations. Regarding the return time, the bus did not return at 3:00 PM. The service followed the return schedule communicated and specified at the time of booking. As for the drop-off and meeting point in Matera, unfortunately this is an area where tour operators have very limited flexibility. The Municipality of Matera and the local authorities strictly regulate where tourist buses and coaches are permitted to stop, and operators are required to use the designated areas. This is therefore not a meeting point that we are free to choose independently. From the authorized drop-off area, the first pedestrian zone of Matera can normally be reached in approximately 10 minutes on foot, even at a relaxed pace. We fully understand that weather conditions or individual mobility can affect the perceived walking time, but the stop used is one of the closest legally available points for tourist transport. We are sorry that the overall experience did not correspond to what you had originally expected, and we appreciate your comments, which help us continue improving the clarity of our communication and the range of solutions we offer to our guests. Kind regards, Apulia Smart Tour
