The write up on Viator states driver/guide. I feel that Viator needs to let the companies they hire know what is promised on their site:
"Take a break from the crowds of Florence and discover Arezzo and Cortona on a private 9-hour. All-inclusive private transportation from your hotel allows you to comfortably see a long list of attractions in a short amount of time. Visit historical sites, including the 9th-century Etruscan Atrium, as well as filming locations for “Life is Beautiful” and “Under the Tuscan Sun”. Enjoy ample free time to explore both Tuscan towns. Get the personalized experience of a private tour Visit two Tuscan towns that most tourists miss Travel by round-trip private transportation See filming locations for popular movies"
In Cortona our driver handed us a map and said meet back here in 2 hours. Then at Arezzo he told us who we could get a map an said meet back in 2 hours.
We didn't expect him to hold our hands but a little more "guiding" would have been nice!! Plus it wasn't a 9 hour tour, maybe 6 hours.
Resposta do operador
Dear Laura,
As we've discussed in our correspondence, it's important to clarify that our drivers are not official tour guides, as they are unable to park inside historical areas or lead guided tours of museums, churches, or other sites. By law, this role is reserved for certified local guides, who can be booked separately if requested. Nowhere in the tour description does it mention the inclusion of an official tour guide.
Our drivers excel in providing general information about the area, suggesting the best sights to see, and offering flexibility in the itinerary based on your preferences. They are dedicated to ensuring that you get the most out of your trip, whether it's enjoying cultural experiences, sightseeing, shopping, or culinary adventures.
Regarding your recent tour, I'd like to address a few points. Firstly, the tour duration was scheduled for 8 hours, not 6 as indicated in your review. Due to the heavy rain that day, you understandably requested to shorten the time spent in Arezzo and Cortona, which our driver accommodated. It's crucial to note that this adjustment was made to prioritize your comfort and enjoyment, and not due to any fault on the driver's part.
Furthermore, while our driver attempted to engage with you about the itinerary and provide insights into the towns of Cortona and Arezzo, it seems there was a lack of interaction on your end. This was understandably frustrating for our driver, as they strive to create engaging and informative experiences for our guests.
I understand that you sought a refund from Viator, which was denied due to the absence of valid grounds for your complaint. It's regrettable that you felt compelled to publish a negative review in response. Our team is dedicated to providing exceptional service, and we genuinely hope to have the opportunity to exceed your expectations in the future.
Thank you for your understanding.
Warm regards,
Max
