28 Apr 2025
Had the worst experience ever. I followed the map directions and reached the pick up spot 15 mins prior to my tour time of 8.30 pm. I kept waiting but no one came or called up. Finally I started calling the operator at 8.30. Several calls went unanswered, then a guy picked up and constantly kept telling me to the Ferrous wheel (which is on the Canada side). I kept telling him that I have booked the US side of the tour and I'm standing at the exact pick up spot mentioned in the app. But he won't listen. Then after another couple calls, a guy picked up and said that since I was the only one on this tour, they had cancelled the tour. He told me to pay additional $45 and book a private tour for the next day. When I told him I didn't want to do that, he said I would need to contact Viator for refund. It was extremely cold and dark and chilly and I was standing outside the pick up spot handling all this mess instead of enjoying my trip! The tour operator had called me around 4 pm, but I missed the call. Apart from them, there was no email or message from the operator informing me of the cancellation. The viator customer care said that since the operator had not informed them of any cancellation, all that they could do was send them an email to confirm the situation and that I would have to wait 72 hours to hear back. I did get a refund finally, but the entire experience was unpleasant as a tourist! I have booked other trips with Viator and have always had a good experience. But this one was more than disappointing and highly unprofessional!