Extremely dissappointing . Booked following scrutiny of photographs showing trails on undulating upper levels with couples admiring the scenery , additional advice specifying ā I will only go as fast as the slowest person for their safety and comfort , moderate fitness ,regular mini breaks , time 2:5 to 3 hrs looking at plants , landscape āetc
As a regular walker / hiker in the U.K. and Europe I looked forward in anticipation and arrived at the meeting point before 8:00am on the 10 th Feb 2024 , enjoyed a very pleasant conversation with the guide before being joined by another couple at 8:15 and headed off at a brisk pace . There were just the four of us and one of the couple soon joined the guide leaving myself and the other person to walk and chat . The first part of the hike consisted off a series of steep inclines , and the three of them soon outpaced me ,and reached the first stage to rest and admire the view . At this stage the guide said ā I always tell people that if they are finding the climb too much to head back and not be uncomfortable ā . My response was that I was āenjoying it , but please adjust the pace ā . The guide said he would , proceeded to the next two levels but didnāt slow down . By this stage I was feeling distressed , extremely embarrassed and concerned about the guides surprising lack of sensitivity to my needs and his behaviour contradicting the statement re ā I will only go as fast as the slowest person for their safety and comfort ā . I was so embarrassed that I said ā I will go back āand he smiled , took several photographs of me , advised on the return route and they left me . I had no option but to explore the area on my own , eventually joined a group of Americans , explained my position and walked with them for approximately 1 hr and then headed back to the meeting point .
I was extremely disappointed and embarrassed by the experience which cost me 71 + Uber fare of 78 USD = 149USD . I contacted Viator Customer Services on Mon 12 Feb to discuss my concerns and eventually was advised to contact an Expert Advisor through a link , but to do this I would have to pay additional fees . I was appauled at this process and requirement to proceed and came of the link . A short time later I was given an interim payment of 50USD and decided to complete a review on my return home .
I expect Viator to fully reimburse the costs I have incurred and to review photographs information , and the conditions for this particular hike . I would not wish anyone else to be put in danger by a guide disregarding the information . It really was extremely unpleasant and could have been a dangerous experience . .
Finally , I have booked holiday experiences through Viator for many years and have enjoyed them . This was quite a traumatic experience and I have lost confidence in the organisation and brand . I trust that you respond appropriately .