06 May 2025
There was poor communication all around. I asked if it would be possible for our private driver to pick us up at our apartment instead of the meeting place. The response from Viator was to send a complicated form which I opted not to fill out and chose to stick to the original meeting place which was about four blocks away. So we went to the original meeting place at the originally scheduled time.
The driver did not show up for 30 minutes. Said he had been waiting at our apartment. I tried to contact Viator but was unable to get through to the driver. There was no direct connection between Viator, the driver and me. My husband walked back to our apartment to see if he could find our driver but he got lost. When the driver arrived and I was by myself, he was very upset. He did not want to go pick up my husband but he did and was very rude about it.
So we were about 45 minutes late getting on the road to Stonehenge. Because of the delay, our driver wanted us to return to the car at the originally scheduled time so we only had about an hour to see Stonehenge. One hour. The driver did not talk to us and was on his phone the entire time.
We arrived back at our apartment 30 minutes ahead of schedule. I thanked him for driving us and he didn't respond so I told him I hoped he would enjoy his extra time that we did not get to spend at Stonehenge. It was not a positive experience. And it was expensive to have a private car.
I have travelled with Viator on many different occasions in many different countries and it has always been a positive experience, with this exception.