I ordered the car using the app. My money was used to place the order that morning. Once the order was placed you would have thought that it meant there was a car coming to get me. Not the case! I got an email at 12:15 am saying give us a call at the car place. I didn’t see the email because I wasn’t checking email while 30,000+ feet in the air on a plane heading to a conference that was to arrive at 11:20. So as I was told to do when I secured the care, I called the number provided in the confirmation. They then informed me that there was no car available. I asked why, then, did my money get taken when you had no car. They talked about being separate from Viator and directed me to call them. When I asked for their number I was told they can’t give out their number. On the website all I could find was number to the car place that had just told me not to call them. At this point, I am out $80, no number to call, and very angry that this was my experience. Poor business practice that can be easily resolved by the two separate entities having a computer system that lets them know if a car is available at the time of order. Not ROCKET SCIENCE…damn it! I rate the business -8 stars. And no, the negative sign is not a typo. It’s for real! Take a class Viator on providing excellent customer service. Hell! At this point I’d take just good service. Do better.
Odpowiedź od gospodarza
Jun 2022
Dear Customer,
We are sorry and we apologize for any inconvenience. Please provide us your trip details , via our website and choose the Customer Care tab. We will look into your claim, and we'll reply and take action, as required.
Sincerely, Carmel team.