29 Sep 2024
Horrible experience with this tour company! If I can give zero stars I would .. they cancelled my friends booking the day before the excursion was to take place with no real explanation why. Wouldnt let her rebook or reschedule. We were two women traveling alone so I asked if I could just cancel my reservation because they were not accommodating to my friend at all and I didn’t feel comfortable going alone. The tour supervisor said yes and I could get a refund I just have to reach out to Viator. I reached out to Viator who said they’ll have to send a refund request to the tour company. I called them back and told them that Viator sent them a request that they need to approve. He claimed he had not received it yet and that it takes 24 hours and that they’ll approve it when received. A couple hours later I get a email from Viator that the request was denied .. I called the tour company and told them my request was denied. They were EXTREMELY rude and kept lying saying that it was Viator who didn’t approve the request. I contacted Viator who advised that the tour company told them I was a no call no show and that they tried to reschedule my friend excursion but she didn’t want to do that. I told the rep at Viator I have a recording of the tour guide telling me that it was them who denied the request. I also have a video recording of our conversation that the tour guide said I will receive a refund after they get the refund request from Viator. Viator resubmitted the request and I called the tour company back again and this time he was even more rude .. I asked to speak with a manager and they said no I need to speak with Viator and hung up. My request was denied again but I sent the video proof to my CC company to dispute the fee. I will never do business with these people again and if you try your luck make sure to use a CC so you too can receive your money back if they try to scam you as well.