08 Nov 2024
To be clear my driver never arrived to get me. So what happened was I got ready at my hotel. I was supposed to be picked up at 9 am. My hotel serves breakfast so I was ready pretty early. At around 830 am I didn't receive a text or call confirming time for when my driver would arrive. So I call the tour number twice. Call didn't go thru. I had the hotel manager call as well just to make sure I wasn't calling incorrectly. Same issue. Finally I had to call viator to find out what was going on. First they stated the driver came and left since they couldn't find me. I told them no I was at the front of the hotel with the manager and no one arrived. Viator checked and claimed my hotel wasn't listed. Now keep in mind in the directions the company needs to know the hotel to pick me up. In this case I caught them in a lie. All my excursions had all been set up thru tripmasters. Once an excurison is selected my hotel and my phone number is provided to the company. This is to make sure if any issues occur they can call or text me thru WhatsApp. So they sent an email to the company for this tour to request for them to come back. The tour had nerve to email me back stating sorry we missed you would you like to reschedule. Understand I was only going to be in bali for a week and already scheduled other excursions. They even tried to have me pay the driver more to come back and get me which is extortion. This tour cost around 200 dollars. I requested a refund. They won't return my money because I didn't cancel within 24 hrs. So essentially they stole my money. Do not I repeat do not go thru this company. I'm in the process in filing a insurance claim to see about getting my money back. Terrible service and truly horrible to steal money from a customer.