29 Jul 2022
The entire experience was awful. I could not get anyone to confirm the pickup time for the trip, despite my repeated messages and calls.
And because I couldn’t confirm the pickup time, I decided to drive out to the location one hour before the pickup time just to make sure we would be on time.
On the way there I was finally able to get in touch with someone from viator who looked up our reservation and confirmed that we needed to be at the location by 9 am (tour start time was 9:30 am). Relieved, we sat in front on the hotel and waited.
Around 9:20 am I began to call again, frantically worrying that somehow I’d misunderstood. I sat on hold as we continued to wait. I finally reached someone who then proceeded to research… only to discover the tour had been cancelled. I had received no call about the cancellation. No email. Nothing.
He offered no explanation, just wanted to know if I would be available to try again the next day.
In total I had to be on the call for 30 minutes to at least have my refund processed.
It was a waste of my morning and a waste of a very precious day in Hawaii. I understand things happen but the complete lack of communication was shocking to me.