Dear Customer,
thank you for your feedback which we appreciate very much.
We are sorry that you didn't have the chance to partecipate to the experience.
We never had this kind of issue you are mentioning when clients are booking directly with us, neither when they are booking through our partners.
All our clients receive a complete information on date, starting time, meeting point place and time of the tour, and telephone number to call us in case of assistance needed.
This information was also provided to all other customers booking through your same platform, who all were at the meeting point on time, and partecipated to the experience.
If you didn't receive this information it might have gone in the spam folder or there might have been some kind of inconvenience which it is not depending on our professionalism, since you were the only booking not showing up for the day.
We have also checked the voucher sent to you by Viator, and I see all the information clearly stated.
Also, instead of asking for assistance on time, you've called us 15 minutes after the tour departure time, so that we didn't have the chance to assist you joining the tour. If you had called us on time, we would have assisted.
In any case it is not our company which should be held responsible for you missing the tour, since on our side we did all we had to do to assure your partecipation to the experience.
We remain at your disposal.
Laura Cimino
Booking Office Manager