Our hotel concierge guaranteed that we would get to the meeting place for our schedulef tour of the Statue of Liberty and Ellis Island in plenty of time if we got the Hop On Hop Off bud at 8:00. We did take that bus, b but I soon realized that it was going much slower than predicted and I feared we would be late for our tour.
I frantically called your Customer Service number explaining our situation. The woman who answered (unfortunately I don't recall her name) was very sympathetic and reached the tour guide. Of course, I knew the timed tour could not be delayed for us, but Matt was given a heads-up of our predicament. She also reached Sal who explained to me some alternate options if we were late. He was familiar with the route and told me we may still be on time. He was very reassuring. We did end up arriving just in time, but I really appreciated the Viator associates caring enough to work together to reduce my stress about forfeiting our money and missing the tour.
Matt was also an excellent tour guide. He had many interesting stories to share and brought the Ellis Island experience alive for each of us.