07 Jul 2023
This was the worst experience in our entire 2-week Italy trip. We of course booked in advance prior to arriving in Italy and booked for a 3-hour tour with this group on 7/5 starting at 9:30 AM. We got to the meeting location at 9:10 AM and we were initially confused since the actual meeting point is across the street (not the coffee place!).
We arrived to meet with the tour operators who then told us apparently this tour was rebooked for an earlier time BUT we never received any such notification. Add to the fact that we were already in Italy for 2 weeks at this point and this was the ONLY tour group that pulled this stunt on us. The tour operators on site were not very helpful so I immediately called Viator customer service and spoke to a rep (I believe her name was Arlene Joy) who was very receptive to our plight and indicated that we would receive a full refund in 24-48 hours. This of course did not happen and I received an update within only a few hours saying that our refund was denied.
What we decided to do was join a 9:30 AM group tour that was only seeing the Colosseum and was only 1 hour long as the tour operators on site were not helpful or offering us any other options. The tour itself was alright (Francis the tour guide was actually quite nice and knowledgeable) but we could not enjoy this tour due to the frustrations dealt our way.
In the end, we did not get the services we paid for and we even arrived on time (it noted in the instructions to arrive at least 20 minutes prior to the tour).
I cannot stress how poorly this company is run and would advise everyone reading this to select another tour. I am only speaking of those managing this tour group and would like to exclude the actual tour guides.