The Bateuax cruise didnāt arrive due to a fault with the ship, so we were put onto a cheaper buffet cruise which was significantly different in quality and price, with no compensation or refund for this. We werenāt notified until we were boarding the ship, so it was too late to opt out! I was told that if I got onto the cheaper buffet cruise, I was not entitled to any refund as I had accepted the change by getting onto the cruise. This was for my husbands birthday present, so I was left with the option of paying over the odds for a cheap cruise, or not getting onto the ship and wasting a lot of money in taxi fares and having nothing planned for his birthday. We opted to get onto the cruise, as something was better than nothing at this point, but it was dirty and felt like we were at a social club on water. The buffet options were extremely limited (only about 6 trays, half of them were mashed potato and veg) and some of the food was cold. The toilets were dirty, with dirt smeared over the doors and handles. There was no entertainment or live singer like we were promised. No 3 course meal. No glass boat with 360 degree views, we werenāt even allowed a window seat. This wasnāt the fine dining luxury cruise I had treated my husband to for his birthday. We were offered no compensation, not even a free drink on arrival to say sorry. I have contacted Viator 2 weeks ago with no response. I have just tried again, but Iām not holding my breath. I at least expect a refund for the difference in price, but they clearly donāt care about customer service once the money has been taken.
On the positive side, the views of New York were stunning. I just wish we had received what we had paid for.
Response from Host
Jul 2024
Weāre sorry to hear we did not meet your expectations, but we appreciate you providing us with feedback regarding this issue. Please know we value your review, and we will be using it moving forward as we strive to improve our overall experience.