Helsinki&Porvoo Tour with Private Transportation & Personal Guide

Thank you so much for your wonderful review! We’re delighted to hear that you enjoyed the experience and that it offered just the right amount of adventure. It was a pleasure having you with us, and we’re glad you enjoyed the beautiful day and learning along the way.

Your booking was for a shared small-group tour, not a private tour exclusively for you and your wife. This is clearly stated in the tour listing. The reference to private transportation means that the group travels in a private vehicle rather than using public transportation; it does not mean that the vehicle and guide are reserved exclusively for one booking. On the day of the tour, all guests were travelling from the same cruise ship and were waiting for the group to assemble. Your party came out later than the expected meeting time, which reduced the time available for the tour. Upon arrival, you repeatedly insisted that the tour was supposed to be private for you and your wife. Our guide calmly explained the booking conditions and clarified that a fully private tour is a separate option. Unfortunately, the misunderstanding continued throughout the tour. According to our guide's report, you were extremely upset and, on several occasions, spoke in an angry and confrontational manner. The guide attempted to explain the situation, but you were not receptive to the explanation and continued to express your frustration. There was also an occasion when you raised your voice at your wife, which further contributed to an uncomfortable atmosphere inside the vehicle. We would also like to address the comments regarding the vehicle environment. We were informed that there was repeated smoking, a strong cigarette odour, loud behaviour, and occasions where the seat belt was not being used properly. As this was a shared tour, such behaviour can affect the comfort and safety of the other passengers. Our guide had to manage these circumstances while continuing to provide the tour to the rest of the group. Regarding the allegations about our guide's professionalism and conduct, we take such comments seriously. However, we believe it is important that the circumstances surrounding the tour are also considered before reaching conclusions about the service provided. The guide was following the reservation that had been made and was attempting to conduct the tour while dealing with a guest who was unhappy because of an expectation that did not correspond with the booking. We cannot agree that the tour was misrepresented. The distinction between a shared tour with private transportation and a fully private tour is clearly stated in the booking information. We believe it is important to present the circumstances fairly and to consider the experience of the other passengers and the guide as well. We remain committed to providing safe, respectful, and professional tours and will continue working to make the distinction between shared and private tours as clear as possible to avoid similar misunderstandings in the future.

Thank you so much for your wonderful review ⭐️⭐️⭐️⭐️⭐️ We’re delighted to hear that you had such a fantastic experience exploring Helsinki and Porvoo with Victoria. It’s wonderful to know that everything went smoothly, from the cruise ship pickup to making sure you returned with plenty of time before departure. Victoria will be thrilled to hear your kind words! We’re especially happy that you enjoyed learning about Finnish history, culture, and everyday life, as well as discovering the beautiful historic town of Porvoo. Thank you for choosing us and for recommending our tour to fellow cruise passengers. It was our pleasure to have you with us, and we hope to welcome you back to Finland again in the future!

Thank you so much for your wonderful review! ⭐️⭐️⭐️⭐️⭐️ We’re delighted to hear that you enjoyed our small-group Helsinki and Porvoo tour. It’s great to know that you had time to explore the major sights while also enjoying the relaxed atmosphere of a small group. Finba will be especially happy to hear your kind words about the history and details he shared. We’re also glad you enjoyed meeting and getting to know your fellow travelers along the way. Thank you for choosing us

The booking was affected by a technical synchronization issue between the booking platform and our reservation system. Unfortunately, the booking did not appear correctly in our system, which meant our team was unable to see it and assign a guide and vehicle. The guest did contact us beforehand, and we advised that the pickup details would be confirmed the day before the tour. We understand that, from the guest’s perspective, this was understandably frustrating, especially after making the effort to contact us in advance. However, this was not a situation where our guide simply failed to show up. The reservation was not properly transmitted to our operational system due to the technical issue. We have experienced similar synchronization problems previously and are working to prevent them from happening again. We sincerely regret the inconvenience caused to the guest and understand their disappointment. We always aim to provide reliable pickup arrangements and a smooth experience, and we take this matter seriously

We must strongly disagree with the description of what occurred and would like to clarify the circumstances for the record. This booking was for a shared small-group tour, not an exclusively private tour. The tour description clearly indicates that guests may be combined with other travelers. On the day of the tour, the guest stated that she believed she had booked a private tour. Our driver explained the difference and offered her the option to upgrade to a fully private tour for an additional charge. She declined the upgrade. Unfortunately, the situation then became difficult. The guest repeatedly complained about the seating arrangement, created considerable disturbance, and refused to wear her seat belt, despite being instructed that seat belts must be worn for safety. She also insisted on sitting in the front passenger area with her companion. Due to the seating preference and the amount of space required, this made the driver uncomfortable and affected the driving environment. The driver advised her that the rear seating would be more appropriate and comfortable, but she initially refused. Interestingly, once the group arrived in Porvoo, the guest and her companion voluntarily moved to the rear seats themselves, demonstrating that the rear seating was in fact suitable. We are also concerned by the characterization that the driver combined groups simply to avoid conducting the tour more than once. This is a shared small-group tour, and combining bookings is part of the normal operation of the service. The vehicle used was a Volkswagen van designed and approved for passenger transportation, and the tour was operated according to the booked service. Following the tour, the guest requested a refund. We provided Viator with the relevant information and evidence regarding what occurred. Viator reviewed the complaint and declined the refund request. We believe this decision appropriately reflects the evidence available regarding the booking, the service provided, the seating incident, and the guest's conduct during the tour. We are always willing to accept legitimate criticism and improve our service, but we cannot accept allegations that misrepresent the circumstances. We encourage future guests to carefully read the tour description and understand the difference between a shared small-group tour and a fully private tour before booking. Guests who require exclusive transportation can request the private upgrade in advance.

Thank you so much for your wonderful review! We’re delighted to hear that you and your family of eight had such a great experience with our guide. It’s fantastic to know that he was able to keep everyone interested, entertained, and engaged throughout the tour while sharing his knowledge of the area. We truly appreciate your kind words and recommendation. It was a pleasure having your family with us.