16 Jan 2023
Out of four excursions we booked on viator, this was the only one that didn't give us immediate access to view and print our tickets. A few days before travel, we reached out via email about it and didn't hear back from anyone. The automated message said our tickets would be sent to email, but we never received them, so we reached out again... still no reply. So, then, I called the number for the tour operator the day before our excursion, told them we still didn't have our tickets. They asked for my phone number and said they would message me on WhatsApp... still waiting with no message, I then reached out to Viator, who told me the operator said they had messaged me on whatsApp (NOT TRUE). So Viator gave me the tour operator's WhatsApp info, and said I needed to contact them. I contacted them. They told me they would get back to me, they wte checking on something with the location of our hotel... I waited another hour, it was late in the evening before our excursion and I still didn't have a meeting time from them... Finally, they got back to me and said they had to cancel our excursion, with NO explanation. They offered another day, but we already had a different excursion planned for that day, and they had no other days available. Very unprofessional and disappointing. They promised a refund, but I still haven't seen one. I have been satisfied with every other excursion I've booked through Viator, except this one.