There was a mix up in the reservation and they wouldn't charge date or return call :( So sad. This was to be a planned activity while staying in the area on vacation They were
quick to take your$$ without a way to contact them!!
Réponse de l'hôte
Mar 2021
I'm sorry you had a mix-up on your reservation; but, unfortunately, it had nothing to do with us and we didn't take your money. You booked a discounted rental with Viator, a company who works with TripAdvisor to book special discounted offerings through that site. We work to build up our position on TripAdvisor and have never received a bad review. Then TripAdvisor started using Viator to enable travelers to book directly off the TripAdvisor site without ever going to the vendor's website or speaking to anyone at the company they're booking an activity with. The companies who do this are charged 20-30% of the booking fee, but they put them on the top of the stack so customers will see them first. It's a type of extortion, if you ask me. They don't give us customer email addresses, and they take the money, so we aren't really in the loop until the actual trip. They email us that we have 2 guests at 1:30 PM and we go and do the trip and get paid a portion of that money several weeks later.
In the case of your trip, which was booked for Wednesday, March 10th at 1:30 PM, we were given your trip information and a guide had your kayaks on the boat ramp 20 minutes early. When you were a no-call/no-show, he waited an hour before loading up and leaving (our policy is to wait 15 minutes because we are often on tight schedules and at the mercy of tides).
Then, two days later, on March 12th, you emailed saying there was confusion with your reservation. I responded with an email explaining the situation but asking what the "confusion" was so we could see what we could do about it. You never responded to that email.
We are not always in the office during the day -- we are usually out paddling if the weather is nice. The answering machine message is clear and directs callers to email us for the fastest response. We also only have these types of conversations via email so there is a written record in the event someone does something like this, for instance. And we do not respond to one-line emails that simply say, "Call me at this number."
To recap: We didn't take your money, Viator did. With Viator, once the cancellation window has passed, they're not going to give you a refund for any cancellation. And we don't have your money. In a few weeks, we'll receive a portion of it for fulfilling the reservation requirements. Besides, this wasn't a cancellation, for whatever reason, we showed up at the right time with the boats you requested and you didn't -- you simply emailed 2 days later saying you were confused. Even with our policies, you wouldn't have been entitled to a refund because you simply forgot you booked a trip until two days later. I can only assume that was the confusion since you never replied to that email. Further, you never asked for any date change; you simply stated that there was confusion and never responded to our email.
Again, I'm sorry for any disappointment you may have caused yourself, but we had absolutely nothing to do with it. ALL we did was show up where and when we were supposed to with what you asked for -- and we still haven't been paid for that time, effort, gas, loss of availability or that guide or boat, or the time spent emailing and responding to an unwarranted, inaccurate and dishonest attack.
And you still haven't stated what the mix-up was. I'm curious to know, but forgetting you have an appointment is not a mix-up.