Dear Jayne_A,
Thank you for reaching out to us. We value our guests' direct experience as the best way to monitor our services, and are always grateful for their comments, both positive and negative.
First of all, we'd like to to apologise for making you feel let down, as that was definitely not our intention. While we do indeed meet on Larkin Street, the number is 3030 not 330, and are surprised to hear Viator gave you the wrong address. We will reach out immediately to make sure it does not happen again. Could there have been perhaps a misunderstanding due to bad reception? 330 and 3030 are very similar, so with bad signal they could be easily confused. However, the directions and address are clearly printed in our confirmation email and on the tour booking page, did you not have access to that?
Finally, our company is fully operational all year round, (including weekends and national holidays) and our call centre is always there to answer questions. You might be placed on hold if very busy, but they do answer. May I ask you what number you called?
Again we are terribly sorry this happened to you, if you would like to discuss this further please feel free to contact us directly at
[email protected] and we will be happy to assist you.
Looking forward to hearing form you.
Sincerely,