Absolutely horrible. Our Viator confirmation page told us to meet at the green pleasant pier. We arrived 15 minutes early and could not find Cordario adventures anywhere. No one on the pier knew who the company was. We called the 1-800 number on our Viator confirmation page god help. Someone overseas answered the call and tried to troubleshoot the situation to no avail. There was also a local number on our confirmation page that we called twice and got Bobās answering machine. Our kids were completely disappointed and tired by the drama. Thirty minutes after our scheduled start time, we got a call from Catalina Fantastic Race to see if we were coming. They were helpful and told us we were supposed to have gotten. An email that told us y to o meet at The Escape Room?? We walked to the Escape Room to meet one of their reps. No one was there. We called the number on the wall and the rep gave us a code to open the lock box with the clues. We tried clue #1. It made no sense. Exhausted by the entire drama, we quit
Response from Host
Apr 2021
Hello. We are so sorry to hear that you had such an awful experience. While we take full responsibility, the fault lies much more with the booking and confirmation procedure. As soon as we receive a booking from Viator, we message the guest (in this case, you) through the Viator portal to let them know the starting line details. We did just that for your booking. Unfortunately, that message does not always get to the guest. We don't understand the reason for the disconnect, and Viator has not explained it to us. Knowing that the guest does not always receive the message, we do have a stop-gap in place whereby the booking confirmation (and the Viator site itself) instructs the guest to contact us directly for full starting line instructions. We are not sure why that did not happen in your case. In any event, we are indeed quite sorry. We pride ourselves on our great experience and customer service. Clearly we failed in your case. We hope you will give us another shot either in Catalina or, post pandemic, in one of our other spots - Los Angeles, St. Thomas, Cozumel, Sydney, or Kona - when those locales are able to be up and running again. If you are interested, please contact us directly, and we will comp up to 4 admissions. Thank you very much.