24 Apr 2024
We are a group of 3 traveling through Europe for my birthday and thought this would be a fun experience. Unfortunately for us we booked ahead of time and are only here for 2 days. Firstly, there is no number to call this company to speak to someone. We woke the next morning and it was freezing, we were still going to attempt to go however after 3 failed attempts we couldn’t get a taxi. So we called to see if there was any way to cancel or reschedule since the weather was poor and we couldn’t get a car. I called viator since we tried to get someone earlier in the morning with no luck.
Spoke to Natasha who was very nice, while we were speaking my friend messaged the tour and they called her back. Natasha mentioned that she called the tour and they refused to refund us since it’s not their fault we couldn’t get there. We then spoke to someone named Albert from the tour who is incredibly rude and uncompromising. We explained that we had no way to reach them prior to our inability to arrive. We explained that the weather is freezing and asked if there is any possibility for Refund since we aren’t going to make it. He said this was not his fault and that we should call trip advisor for the refund. I was on hold with them and was being told the opposite. So I put Natasha on hold while my friend spoke to Albert who was not listening, and not willing to compromise. We explained that we couldn’t get a hold of anyone, we even asked to do the 2:30pm tour and he said they do not offer one which is a lie. He then said they are at the dock waiting, 15ppl, another lie. The tour description said max of 11.
After going back and forth we even asked like 50%? We aren’t going on your boat, we aren’t being guided, we aren’t eating your food, we aren’t drinking your wine. Can you please compromise? He said no initially. We asked to please speak to a manager. He wouldn’t let us. He kept referring us back to trip advisor. Who were still on the other line with. Albert was very rude, gave us a lot of unnecessary attitude. We were very calm in explaining the situation but his unwillingness to budge and him lying in between was frustrating. After more than 10 mins of back and forth and being denied speaking to management he then says let me speak to my manager about a refund. So why give us this grief?! He says he will give us 25% back. Unacceptable!!!! We then pushed for at least 75% back. You’re keeping our funds with zero services rendered. Come on. It’s 60 degrees outside. After us being very determined he agreed to a full refund and then hung up on our friend. He never asked for the booking ID’s or anything.
This has been a crap experience and it didn’t have to be. We were willing to show up later for the evening tour despite the weather. His demeanor & tone was absolutely rude and his customer service was atrocious.
Do not waste your money.
Do not waste your time.
Lesson learned.