Unfortunately, as I can imagine most reviews are this one is not a good review. After booking a 60th Surprise birthday for my father, I also booked him this experience. On the day of our excursion, we woke up to a flat tire on our rental car and not being from the area we called around to get it fixed. Once we finally got on the road, we were delayed. We called both Viator and spoke to customer service as well as the national park. At first, they were all very understanding and offered us admission into the park for the next day. After discussing it together, we agreed that we would love to come the following day so that we can experience this excursion together. when I gave both companies a call back, they denied this request that they promised and told me that they would not be issuing any refund whether it full amount or partial.
This was the worst customer service I’ve ever received, the service team was not solution based focused. This was a horrible experience, not only were we not allowed to rebook, we were out hundreds of dollars ($800). Before booking, just know that if anything were to happen the day of your excursion, the likelihood of having a resolution zero.
Réponse de l'hôte
Nov 2024
We are sorry to hear of your frustrations. We offer refunds up to 24 hours, according the the specifications of the local canyon operator. We can only request a variance from them, and are subject to their decision to make an exception, since these tickets are non-refundable within that window.