We appreciate you taking the time to share your feedback about your recent experience with us on Viator. We're truly sorry to hear about the challenges you encountered during the booking and communication process.
First and foremost, we apologize for any confusion regarding the pick-up location and the subsequent communication. We understand that the mix-up in information can be frustrating and disappointing.
Regarding the difficulty in reaching the operator, we are concerned to hear about this and will investigate the issue to ensure our guests have better access to assistance and information.
We regret any inconvenience caused by the change in pick-up location and the timing of the notification. We understand that it can be frustrating when plans change unexpectedly.
Regarding the refund request, we apologize for any confusion or difficulty you experienced in this regard. We will review our policies to ensure better clarity and communication in the future.
We also apologize for any inconvenience you faced in your interactions with Viator's customer service representatives. Your feedback is invaluable as we work to improve our services and customer support.
We understand your concerns, and we hope that, despite the challenges, you were able to enjoy some positive experiences during your trip. If you decide to consider us again in the future, we'll strive to provide you with a smoother and more satisfying experience.