Do NOT use this company. Less then 24 hrs before our experience, they sent a message (that I didn't receive right away). The day of, 25 min before pick up time, I received a message from the bus driver, stating he waited 10 min then left.
There was no phone number to call. I was completely confused, since according to our confirmation email, I still had 25 min to get to the pick up spot.
Ultimately, I had to drive myself to the Gator place. Viator refused to do a partial refund, staying they had emailed me. I didn't confirm the email. No one called me.
Very bad communication. Very bad business.
Skip this middle company & book thru the specific business: cuz if something changes and you don't receive the info, you're out that money.
Response from Host
Nov 2024
Thank you for sharing your feedback. Weāre truly sorry to hear about the confusion and frustration you experienced with your tour, and we appreciate the opportunity to address your concerns.
As noted on Viator, our pick-ups begin an hour before the tour start time, and we encourage all guests to confirm their pick-up time with us directly. We sent an email through the Viator system to notify you of the updated pick-up time, as ensuring you have the correct information is a priority for us. The airboat company provided the times, and we reached out using the contact method associated with your booking. We also included our phone number, WhatsApp, and email in the confirmation paperwork for easy communication. We apologize if the message didnāt reach you in time; however, Viator confirmed that the email was successfully sent to the same portal where you received the follow-up message.
We understand your disappointment regarding the refund request. As we did send the necessary details and Viator verified that the emails were delivered, unfortunately, a refund could not be processed.
We sincerely apologize for any inconvenience this situation has caused, and we appreciate your understanding.
Kind regards,
Tori
Gray Line Orlando