25 Aug 2023
This was the worst experience I have ever had with a tour company. Our guide DID NOT SHOW UP for the ghost portion of the tour (which was 2/3 of the tour), then we only had approx. 45 minutes with our tour guide Graziella for the food and beverage portion of the tour before she had to go to another tour, and out of the 2 bars we visited with her – 1 refused to serve us anything (no wine or food), and the other only gave us wine (no food) that we had to drink in an alleyway because they were too busy for us. When I contacted Viator regarding a refund, this request was refused because they couldn't verify the tour guide didn't show up - what! After several emails back and forth, they offered a 22.79% for this booking (yes, you read that correctly), which is a total of $36.35. Imagine my surprise when I see a charge of $159.48 for this tour, as opposed to $123.13 on my credit card when I went to dispute the charges because the tour was cancelled. Another interesting fact – this discrepancy was the exact amount they indicated they would refund to me - $36.35, which means not only did they not really issue a refund in my opinion – they seemingly upcharged my credit card to compensate for my complaint. Worst...experience...ever...