Traveled 1695 miles to visit my daughter for a week +. One day while she was in a meeting necessary for her to attend, I scheduled this Brooklyn bridge and DUMBO tour. Purchased on April 12, 2024. Tour scheduled for May 1, 2024.
Thoroughly read the email I was sent including the page that informed me to be on time, how to get there, as well as the meeting point. I always print information + tickets in the event phone reception is sketchy at a certain location. As you can see in the attached screenshot the meeting point clearly says 52 Chambers St. It’s ironic because this is the courthouse where I attended a civil ceremony of a friend of mine several months ago, so I knew exactly where I was going.
Left my daughter’s apartment in Manhattan and arrived at 9:30 AM for the 10 AM tour. I noticed several other people gathering on the steps of the courthouse. I asked one of them if they were waiting for the Brooklyn Bridge tour and they answered yes.
At 9:55 AM when no guide had appeared, I contacted Viator via the phone number on my email to ask them if the guide was running late. I was informed that the guide was at the location, gathering the individuals who signed up to participate in the tour. When I said there was no one else that I identified as a tour guide in our vicinity she asked me where I was. I informed her I was at the meeting point… 52 Chambers St.
Viator then had the tour guide Jessie call me directly. Jessie informed me that the meeting place was actually the location indicated as the END POINT on my email. She said she was gathering there with the 3 other individuals that were on the tour. But I could possibly get there by subway. Being that it was already 10 AM and wholly unfamiliar with New York I decided against it. I also sent Jessie a screenshot of the email that indicated the meeting point was exactly where I was. Jessie informed me that I could get a credit for another tour or possibly a refund. She indicated it wasn’t an issue with her tour company. It was a Viator issue. Jessie was very nice, very apologetic… But that did not negate the fact that I traveled 3400 miles round-trip and was missing a tour I’d been looking forward to. And since I had several tours booked for this week - I had confirmed this tour at least once in a week prior to my arrival.
And then I called Viator back. At first, they were pushing back on a refund. Once I sent them the screenshot of the meeting point instructions THEY sent me, it made it very clear that a refund should be the only option.
I am still in New York and won’t be home for another week. Hopefully my refund was initiated. If not, I will initiate a credit card chargeback.
A warning that confirmation information you receive in writing isn’t necessarily accurate on its face.
An additional warning that confirmation information that you receive verbally also isn’t necessarily accurate.
Réponse de l'hôte
May 2024
Hello Brenda,
Thank you so much for bringing the issue with the departure point on this tour to our attention. We are sorry to hear about the communication error on our part resulting in you missing out on the tour. We understand how disappointed you are at missing out on this time in New York. We acknowledge that we can't make up for this, we will be refunding you the cost paid for the tour along with our sincere apologies.
We can assure you that this is an unusual occurrence and are working diligently to make sure this does not happen on future tours.
With thanks,