19 Sep 2019
This NON trip was supposed to have started with a pick up at our apartment, as per my CONFIRMATION page from Gray Line. Subsequently, Gray Line apparently changed its mind about picking us up, and we lost out on the trip altogether, and they are refusing a refund. When I called to find out when we would be picked up, I was waited on by one of the most rude, hostile, unprofessional customer-service challenged reps I have ever had the misfortune to come across, who kept ranting at me about it was "impossible" to pick us up and we were to have met at some other location. I also proposed an alternative date, which request was ignored. A note about VIATOR: a completely useless organization. Besides taking the tour operator's side on this, without listening to our issues, they completely bungled TWO other activities for us. When one goes on a trip and makes advance reservations, one does not expect to have to be put through the hassles that VIATOR put us through. Save your time and money, contact the tour operators directly. Personally, NEVER VIATOR ever again.