16 Apr 2024
We booked transfer from hotel to airport in Sofia at 10PM for the next day; however, somehow when we selected the date for 4.17 it defaulted at checkout to 4.16; the booking had no time in it just book car service from hotel to airport. We assumed they would confirm time to pick us up after booking. When we realized the date was wrong we immediately sent a note via Viator and via WhatsApp to their number within seconds of booking explaining it was for 7:15AM on 4.17 we needed a ride. That somehow the booking was shifted to 4.16 but without a time. We did not hear back for almost one hour, then we got a message saying they had a car at the airport to pick us up. We never put in flight information, or time; and we clearly booked a car from hotel to airport, so this already made no sense. Then a few minutes later we get a message saying they had a car at our hotel to pick us up? It was now after 11PM. We never gave any time for pick up period. This made even less sense. We tried to explain again and they said they already sent a car as they had car in area, I asked based on what time as no time was ever given, and they said they always have a car so they just sent one. We said we needed one in AM, and they said it would be new booking. We said we would contact Viator for refund and try to stop payment and report and they then said they would report us? Not sure for what? Very shady, questionable company. Even if somehow this was shifted from 4.17 to 4.16 in checkout; at 10PM that day, with no time reserved for booking, how do you send a car randomly to airport then hotel an hour later never reading either message on WhatsApp or Viator or confirming a time or flight or airline? Avoid!