MIAMI: Key West Dolphin Watch Snorkel Tour and other options

Key West is truly amazing, particularly the old town, and we intend to return. Our driver, however, was terrible. He only spoke if he had to, and did so begrudgingly. We found out his name in a prerecorded message, requesting we tipped him as ‘service wasn’t included’. He played this more than once. We received a message the day before the trip, stating that we wouldn’t be picked up from or dropped off at our hotel as prebooked, and would have to make our own way to the company’s office. We later realised that the bus drove right past our hotel. On arrival at Key West, the driver wouldn’t even indicate to us the direction we needed to walk to reach the attractions. We didn’t take this personally; he was equally rude to everyone. Terrible service: fabulous destination!

The lack of communication between viator and their local contracted tour provider was obvious. At 8:00 AM contracted tour provider (came under email from Viator) said pick up stop changed from 2nd street and Collins to 16 blocks away because of road construction in that area . There was no road construction . At 9:16 AM received a text from Viator confirming pick up at the original site at Second and Collins. Went to original location. Got the three kids up and got there early . Called the number on the ticket twice because of the confusion and went to voicemail. Sent a text through the thread they had sent me with no response . Finally, after another tour bus stopped ( we actually got in thinking it was ours at first) we called the number again and this time they (local tour provider) answered and said that we were supposed to have been at the location 16 blocks away so we “ no showed” Went back to the hotel and called Viator customer service and sent them photos of the text thread, tickets which had Second and Collins location on them and they said they would investigate. We asked them if we could just redeem our tickets the next day - no harm ,no foul. An hour later , I was told we could not redeem our tour the next day and they would not refund the $545. We contacted our credit card company and disputed the charges. We took photos of the area between Second and Collins up through 8th street showing no road construction and relayed to them another tour bus stopped at that location as well as multiple other trucks unloading produce etc at the local restaurants. Sent them photos of the tickets, email, text thread with time stamps , picture of call log showing attempted calls, etc and they are looking into this. If we end up having to pay for this, then lesson learned. I was really looking forward to the trip and don’t know when if ever will get a chance to go again. I would never book with this company again

Ziemlich unkomplizierte Erfahrung - Sie werden in Miami abgeholt und nach Key West gebracht, wo Sie den Nachmittag verbringen. Unser Fahrer verband uns auch mit einem Schnorchel-Organisator, sodass wir im nahe gelegenen Riff schnorcheln gingen. Alles in allem ein schöner Nachmittag mit Schnorcheln in wunderschönen Gewässern, gutem Essen und Trinken und ein bisschen Key West erkunden.