For some reason, I was not put on the manifest for this tour, even though I booked and paid for it 4 months in advance. I continued to get reminders up until the day of the tour. When the time came for the bus to be at the pickup location, and no one was there, I reached out via Viator app. No one answered me, so I had to ask the staff at Migration Brewery for a contact number for the people running the tour. Luckily, they had a number, and after calling twice, I was able to get someone on the line. I spoke to one of the owners, Kayla, and she told me that not only was the time on Viator wrong, but I was not put on the list for pickup. An oversight for the company- they should update all the platforms they advertise on to make sure their information is correct.
Seeing as I only had one full day in Portland, I was unable to reschedule the tour, and I was unable to accomplish the one thing I wanted to do while here. Kayla was apologetic (not as apologetic as I think she should have been, but that's just my emotion speaking), and she went through Viator and issued me a refund immediately, but my trip was ruined due to some sort of oversight. Since she was able to find my reservation so easily on Viator, it really does make me skeptical as to why they wouldn't double check on their end that all reservations are added to the manifest.
As a fellow small business owner, I expect honest reviews and welcome ways that I can improve. While Kayla was efficient in taking care of the refund, and really there is nothing else she could have done seeing as I was leaving the next day, I can't help but send out a warning to anyone who is looking into booking with this particular tour. Do your due diligence and contact them directly to make sure you don't get left off the manifest, and don't depend on the (many) confirmations you get via app or email.
Response from Host
Feb 2025
We sincerely apologize for the error that disrupted your day. We understand how disappointing that must have been and while we strive to provide a seamless experience, this mistake fell short of our standards. Booking directly with us is the best way to avoid such issues, ensuring accurate scheduling and communication. We immediately processed your refund and appreciate your understanding.
Thank you for your feedback ā it helps us improve.