Private Lisbon Wine Tour - Setubal, Arrabida, 3 Wineries & Lunch

Hello, There are two factual statements in it that do not correspond with the communication history recorded on Viator. We completely understand your disappointment that the tour could not take place, and we are genuinely sorry that an unexpected family emergency affecting the assigned guide disrupted your plans. We would never dispute your right to feel disappointed by the cancellation. However, your review states that the tour was cancelled on the morning you were due to be picked up and that no alternatives were provided. The Viator message history shows that we contacted you at 1:02 AM on September 17, immediately after being informed that the guide would be unable to operate the tour. In that same communication, we offered either an upgraded tour on another available date during your stay or a full refund. We also subsequently sent you four links to alternative experiences at 7:29 AM, specifically because we wanted to help you find another option for that day. For that reason, the statement that “none were provided” is unfortunately not accurate. I fully respect that the cancellation negatively affected your experience, but the review stating that we provided no alternatives and only informed you at the time of pickup, as those statements are contradicted by the message history on the platform, are simply not true. We genuinely tried to assist you in an extremely difficult last-minute situation, while also immediately offering a full refund. I hope you will consider correcting the review so that it accurately reflects what occurred. Kind regards,

Dear Amanda, We are genuinely sorry that an unexpected event prevented your tour from taking place. However, several statements in this review do not accurately reflect what happened. All communication regarding this booking took place directly through the Viator platform, so there is a complete written record of our correspondence. As that record shows, we contacted you regarding the issue, explained the situation, and immediately tried to find a solution. We offered to reschedule and upgrade your tour on another available day, and we also offered to try to find an alternative option. You informed us that you already had other bookings on the remaining days of your stay. Also offered options for that same day which you didn’t reply to. Most importantly, your booking was fully refunded directly through the Viator platform. The refund was processed by us through Viator, so the statement that you were left to recover the amount yourself does not accurately reflect what occurred. We completely understand your disappointment and frustration about the cancellation, and we sincerely regret that we were unable to operate your tour as planned. However, we do not believe it is fair for statements to be made suggesting that we did not communicate, did not try to provide alternatives, or retained payment for a service that did not take place, when the Viator records show otherwise. We have therefore asked Viator to review the complete communication history, refund record and circumstances surrounding this review, because we believe it is important that reviews accurately reflect what occurred. We remain very sorry that we could not provide your experience, but we also believe that future travellers deserve the full and factual context.

Thank you so much for your wonderful review! We’re delighted that you enjoyed discovering a different side of Portugal, away from the crowds and closer to the places, people and flavours that make this region so special. Margarida will be so happy to read your words. That feeling of spending the day with someone who genuinely loves Portugal and enjoys sharing it is exactly the kind of experience we want our guests to have. And we absolutely love that the local lunch became one of the highlights of your day. Those authentic moments, surrounded by Portuguese locals rather than tourist crowds, are often the ones that stay with us the longest. Thank you for choosing YES! Experiences Portugal and for recommending us. We hope to welcome you back one day to discover another hidden corner of Portugal. Warm regards, YES! Experiences Portugal

Thank you so much for your wonderful 5-star review of our Private Arrábida & Setúbal Wine Tour from Lisbon! We’re delighted that your family enjoyed discovering a more authentic side of Portugal with Tiago, from the beautiful drive towards Setúbal and the Arrábida region to the local market, fresh Portuguese oysters and family-run wineries away from the main tourist crowds. Creating private wine tours from Lisbon that combine Portuguese wine, local food, culture and hidden gems is exactly what YES! Experiences Portugal is all about. We want our guests to experience the region at a relaxed pace, with a local guide who can share the stories, traditions and places that are often missed on larger tours. We’re especially happy to hear that Tiago’s knowledge, recommendations and personal attention made the day memorable for your family. We’ll be sure to share your lovely words with him. Thank you again for choosing YES! Experiences Portugal for your private wine tour in Setúbal and Arrábida. We hope to welcome you back to explore another hidden corner of Portugal with us. Warm regards, YES! Experiences Portugal

Dear Guest, We are sorry that you were disappointed, but we would like to clarify one important point for future travellers. The change of date was requested by you, and we did confirm that we had availability for the new date you wanted. We were therefore prepared to operate your experience on the rescheduled date. Unfortunately, the booking could not ultimately be completed as intended, but this was not because we were unavailable or unwilling to rebook your tour. We completely understand that the situation was frustrating and we are sorry that the experience did not go ahead. However, we believe it is important to clarify that we did make ourselves available for the alternative date you requested and tried to accommodate the change. Thank you for also acknowledging that sometimes unforeseen situations happen. We genuinely regret that on this occasion we were not able to welcome you. YES! Experiences Portugal

Thank you for your feedback. However, we have no record of any booking under this name, nor do we have any record of a cancelled booking matching the circumstances described in this review. It appears that this review has been posted on the wrong business listing. We kindly ask you to remove this review from our Tripadvisor page, as it does not relate to our company or any booking with us. Please verify the company you booked with and post your review on the correct business listing instead. Thank you for your understanding.

Thank you so much for your wonderful 5-star review of our Private Lisbon Wine Tour to Setúbal & Arrábida! We’re delighted to know that the experience felt unforgettable, perfect and fantastic. Creating private wine tours from Lisbon that combine the landscapes of Arrábida, the wine traditions of Setúbal, Portuguese food and authentic local experiences is exactly what we love to do. Hearing that you would like to experience it again is one of the best compliments we could receive. Every private tour can be customized, so next time we would be happy to show you different wineries, local flavours and even more hidden gems in this beautiful part of Portugal. Thank you for choosing YES! Experiences Portugal for your private Setúbal and Arrábida wine tour. We hope to welcome you back very soon for another unforgettable day in Portugal. Warm regards, YES! Experiences Portugal

Thank you so much for this incredible review of our Private Lisbon Wine Tour to Setúbal & Arrábida! We’re so happy that booking last minute turned into one of the highlights of your trip to Portugal. Hearing that the day felt easy, personal and almost like spending time with family means a lot to us. Our private wine tours from Lisbon to Setúbal and Arrábida are designed to combine Portuguese wine, local food, beautiful landscapes and authentic places away from the busiest tourist routes, all at a relaxed pace. I’m especially glad that you enjoyed the Portuguese wine and food so much. This region has an extraordinary wine tradition, and sharing its wineries, local flavours and hidden corners is one of our favourite ways to show guests a different side of Portugal. Thank you for the “10 stars” and for choosing YES! Experiences Portugal for your private wine experience. We would absolutely love to welcome you back for another customized tour and show you even more of Portugal. Warm regards, YES! Experiences Portugal