My husband and I are in Niagara Falls Canada for his work conference. Before we arrived, I booked this excursion for me to do on 9-5-19 via Viator.com. The representative from Viator did tell me that this tour is one of their top tours that sells out quickly. I soon learned that is a lie. I booked the tour that was on Monday, September 9, 2019 at 3pm. Representative stated that the operator of this tour would reach out to me via email to get my hotel information for pickup.
On Saturday, I still had not received an e-mail from the operator so I took it upon myself to call them to give them my hotel pickup information. Glad I called, the guy did tell me that as of right now I was the only one booked on the tour, but hopefully others would book by then or the tour would be cancelled. He said he wasn’t at a computer and told me to text him my hotel pickup information.
Fast forward to Monday, September 9, 2019 the operator text me at 11:46 saying that the tour was cancelled due to no one else booked and he could approve a refund if needed. I replied back asking if there’s a tour going on Tuesday, September 10, 2019 and if not then a refund could occur. I received another text at 4:37 saying they have nothing booked and gave me the number to Viator to call for a refund.
I am highly disappointed because I was ecstatic to do this tour while my husband was in his conference seminars all day. I love culture and wanted to indulge in something related to my ancestral heritage. I also understand that if not enough people book, then the tour is off.
I wish I could really believe the Viator representative’s statement that this tour was their top seller. Clearly the days I was available to go it was not.
Advice to those who are interested in this tour, make sure you’re not a solo traveler, or you’ll be left with nothing to do but write a disappointing review.
Odpowiedź od gospodarza
Sep 2019
We do apologize that you were not able to take the tour however, as you stated it is mentioned in the advertisement about sole travelers run the risk of having the tour cancelled if there are no others taking the tour and in your case it happened in the slow part of the season SEPTEMBER! I tried to make your refund as easy and seamless as possible by staying in contact with you up to the point of cancellation (customer service?) and providing you the number to call. Not sure I could have done more than that. Again, I apologize that you were not able to take our tour. You are correct though -sole travelers should be more aware when making reservations especially in the off season (sept., oct. nov.) The one solace for me was your complaint wasn't about the tour itself but the logistics of taking the tour -the latter was out of our hands as we don't go around rounding up people to take the tour. If your ever back in the area and we have enough people to take the tour I will comp your admission.So my sorry has an action component to it if you choose to take me up on it.
The ancestors should and would be proud of how we treat each other in times of minor conflict - I believe!