Our pick up point was supposed to be in Sheraton hotel , each email with voucher including night before the trip was confirming 7 am pick up time at the Sheraton , we arrived as directed 15 min prior pick up time , by 7.05 I asked concierge if they know where is our tour and was told that gray line never pick up from Sheraton . Main office located in Sheraton and concierge was able to contact your office and instead of manager handling the situation , your office sent me tour guy who yelled and scream at us after I showed him my voucher .
He start throwing his hands at me and yelling that pick up point in the different hotel and he just a tour guy , then he said it’s no managers available abd told us to take a taxi to Hilton . By 8 am no one was available to pick us up at Hilton ether , I was calling and texting your customer service . No one answers the calls , only text and we’re keep telling me to wait , by 8.40 we finally got to the bus - this is 1 hr and 40 min later from original time ( meanwhile description of the your is 7 am plus 3 hr drive ) that what we were promised . I asked numerous times in my texts for contact info for the manager / answer was ok , but info was never sent to me and all my texts were ignored . I have a screen shot of each text with a time stamp . So instead of 10 am we arrived to the Buzios at 3 pm. Your guy was not prepared , road we closed , he said he wasn’t there for 20 years and doesn’t know anything .
Ty our was supposed to be in English , he hardly spoke couple sentences in our language , the rest was in Portugal
We paid $ 160.00 to enjoy the beach , sun , shopping .
Instead we had fast not even good lunch and 20 min at the beach , got to the boat ride at 4.15 and after boat ride had exactly one hour to enjoy the town .
Now it’s 11 pm , we still on the road back to Rio , another 1 he 30 min to go .
No manager ever contacted us , nether I got his info from your reps .
We wasted 8 hr on the road 7 am - 3 pm there , and 3 plus hours back
This is the worse experience ever with your company , the worse customer service , not what we were promised and we thinking of canceling our next your with you and rebook it with another agency .
We had a tour on 12/26 to crest redemption with other agency and your guy called and texted us on his way to pick us up , was not only on time but earlier . Here you changed pick up point , never even bother to call or text , sent confirmation text day prior with Sheraton as pick up point , yelled and scream at us , never provided with manager info and wasted beautiful sunny day traveling for 12 hours instead of promised day in paradise
Very disappointing and poor service !!!
marcelosE1281QN
11 Dec 2023
me gustaron mucho las playas, la experiencia de buceo fue muy buena, gracias a que la camarografa les daba comida a los peces, entonces estaban todos al rededor, no pudimos bajar en las playa porque son muy chicas, asi que siempre fuie alrededor del barco, me falto mas comunicacion de parte de la agencia de turismo y a diferencia de otro viaje, la guia no subio con nosotros al barco y algun otro detalle menor, el lugar de comida esta muy bueno, la gente muy amable, con una vista al puerto incrible y las bebidas y postres a precios muy accesibles.