We have to así for refund because they pretend to charle is extra $150 for pick us even when we ask for pick up on our hotel before make The reservation; and even that of you take a taxi from our hotel to where they said they depart it was a 15$ taxi, i think They try to scam us so we cancel but we lote The day
Dear Tania, As explained in our WhatsApp conversations, and for full transparency, we would like to clarify from the outset that this issue was not caused by our team, but by incorrect information provided by Viator’s booking/support side before the tour. Your review suggests that we tried to “overcharge” you or “scam” you. This is simply not true. Our product clearly states the meeting point at Café de France. Your requested location, Pestana CR7, is outside the standard pickup area for this walking tour and is approximately 47 minutes walking distance from the meeting point. Standard booking therefore did not include pickup from that location. The additional amount discussed was not for a taxi. If you had wished, you were entirely free to take a normal taxi yourself to the meeting point. The extra charge was for a private chauffeur service in a Mercedes luxury van, arranged specially from your location. This is a legitimate premium transport service, with a driver booked and kept available for the service period. It is therefore a normal business charge for a separate private transport arrangement, not an “overcharge” and certainly not a scam. It is also important to clarify that, in order for the booking to go through, a different hotel/pickup point had to be entered on the platform instead of Pestana CR7, which was the actual location later requested. This mismatch itself shows that the booking did not reflect the true pickup situation from the start. We immediately reported this matter to Viator, and Viator’s own support confirmed to us that this negative review arose because of a miscommunication from one of their booking team members. We also hold screenshots of: your conversation showing that Viator’s side gave you incorrect guidance, our conversation with you explaining the actual situation, and Viator support acknowledging that the issue came from their booking team. Unfortunately, the review system does not allow us to attach those screenshots publicly here. We would also like to note that your booking was made only around 6 hours before the tour start, outside practical planning time for a special private pickup request of this type. Even so, we replied to you first thing in the morning at 8:00 a.m, clarified the situation, and then issued you a full refund once it became clear that the booking had been made based on incorrect information from Viator’s side. For that reason, this review is not a fair reflection of our service, our listing, or our conduct. It is based on a misunderstanding created externally and not on any misleading action from us. We have reported the review and hope it will be removed, because it is not founded on the actual facts of the case. As general advice for future bookings, even when information is given by an external platform agent, it is always best to rely on the supplier’s direct confirmation regarding the true pickup point, meeting point, and any transport inclusions, especially if the platform has been made to reflect a different hotel or location than the real one. We remain committed to transparent communication, legitimate pricing, and fair treatment of all travelers. In this case, we acted in good faith, clarified the misunderstanding, and refunded you in full.
