Used site to book. I entered arrival and departure information was given a price of $88 AUD. Was then informed that the car wasn’t big enough for 5 people with luggage so had to change booking, driver couldn’t find the sun world area apartment complex. Then they denied I had booked return and told me to book another separate trip for $88AUD. Ripped off. Got two grabs back to airport for $30AUD total. Better off getting a grab.
Hello Mr. Nicole, Thank you for sharing your feedback. We’re sorry that there was confusion during the booking process. Your original Viator booking was for a one-way airport transfer with an MPV. After you provided your luggage details, we advised that the MPV might not provide enough space for 5 passengers with 3 large suitcases and 3 carry-on bags, and we offered a larger van option through a new Viator booking. Regarding the return transfer, we did not refuse to provide the service. The original booking was for the arrival transfer only, as clearly stated in the product description. When you later asked about the return journey, we offered to arrange a separate return transfer, as it was not included in the original one-way booking. We understand there was some confusion in our communication, and we apologize that this was not clearer. We have reviewed this case and are updating our booking information to make vehicle capacity, luggage requirements and one-way/return arrangements even clearer for future travelers. Thank you for your feedback. Vu – Phu Quoc Driver
