17 Oct 2024
Booked a transfer from the Hyatt Regency to Sofia Airport.
First of all:
- Could not get in contact with the company to find out what time my driver would be collecting me.
- Reached out to Viator and they also could not contact the company.
- The company finally answered the phone to me at 12:30pm (the time I assumed I would be picked up and taken to the airport) - only to inform me that the booking did not exist! They had no booking for my name or hotel.
- Panicking now as I did not want to miss my flight, I was forced to make other arrangements to get to the airport.
- Half way to Sofia airport I got a text from the company telling me my car was on its way to my hotel. AFTER INFORMING ME THAT MY BOOKING DID NOT EXIST.
- Neither Viator nor the company will accept responsibility or give a refund for this. In fact, when I attempted to ask for a refund via aviator they put in for a refund for a trip to Skopje I had enjoyed the day earlier - which is not what I requested at all. It turns out that the booking number I had received for a the airport transfer was also the booking number they had for my trip to Skopje, and they were incredibly rude and condescending about this as if it was my fault. Terrible customer service.
- I will no longer be using Viator as this whole situation caused a lot of stress and has resulted in me having to pay for a service I never received.