I purchased this tour for my sister and brother in law visiting Hawaii for the first time. I opted to print the ticket because their phone doesn’t have the app.
On the ticket, the pick up location was specified as 2424 Kalakaua and a map with highlighted spot. Time was specified at 06:30. My sister called Roberts at 06:30 and was told the bus was running late and given an ETA of 07:15. She called back at 0750 and was told by Roberts that they were NO SHOW. I called Roberts about this and asked why did this happen even though they’re waiting. What happened was they were waiting at the address specified on the voucher and she was told to wait at the other side of the hotel. As most of first time travelers will agree to what I’m going to say… if you’re first time visitor you’re not familiar with the streets and you don’t readily carrying a pen and paper with you..so they’re instinct was still to wait at the address specified on the ticket. I called Roberts if they made a courtesy call while the driver was waiting for them to get on the bus. Roberts service customer agent said…”We normally do but we did not do it this morning because the BUS IS BEHIND SCHEDULE. This answer is UNACCEPTABLE to give to a client. I have taken a lot of Viator tours and was waiting at the wrong spot but always get a call from the driver.
I called Viator about this incident and also my credit card company.
My credit card company promptly resolved my dispute and issued a credit with a note that is permanently resolved.
A few hours later, I got an email from Elvira, Viator’s customer service that I’m posting….
“Thank you for your patience as we reviewed your refund request.
Upon investigation, we are unable to offer a refund for this booking. The tour operator was prepared to fulfill this experience on the originally booked date and time.
The tour operator has been able to provide documentation of their passenger manifests confirming other travelers were picked up from the same departure point as the booking in question.
We appreciate your understanding in this matter”
I called back Roberts and asked why my sister not given a courtesy call. They were there waiting and even inquired about the bus arrival.
The agent said that some third party vendors don’t provide client’s contact number.
Whether this is true or not, there’s something wrong with these company partnership that they need to take care of to provide hassle free service to the clients.
My suggestion to Viator, please redo your ticket document with detailed information, the exact street number or side of the hotel building the clients should wait.
For Roberts Hawaii, please give your clients courtesy call especially if they inquired the bus arrival instead of opting not to do it due to bus running behind schedule.
Response from Host
Apr 2022
Aloha Louie,
Thank your review. I apologize for the miscommunication or lack of. This is a great opportunity for training. I would love to investigate. Can you please send me the date and last name for this reservation?
Mahalo,