As a loyal Viator customer who has booked in Russia, Scotland, and the U.S. and recommended it to many friends, I felt cheated and disappointed this time for the following reasons:
The tour listing included "Statue of Liberty" and "Brooklyn Bridge" as attractions, but they were only briefly visible from a distance. First-time visitors to New York may find this misleading and confusing.
When using your chat feature for clarification before booking, the agent charged me $82 for a tour listed at $62 on your site, without a satisfactory explanation or suggesting a better option. It felt like an upsell.
I had to pay an additional $59 for a ferry to visit the Statue of Liberty, and after completing the tour, I couldn’t locate the Big Bus stop, ultimately returning to my hotel without utilizing the full trip.
As a first-time visitor, this experience left me feeling lost and disappointed.
Request you to refund the amount in good faith as I get down only at one location i.e Statue of Liberty and has not utilized Big Bus tour at all
Ответ от хоста
Mar 2025
Hi Vineeta!
Thank you so much for sharing your experience with us! We’re really sorry to hear that you felt misled during the booking process and that you didn’t get the tickets you preferred, along with having to pay additional $59 for the Statue of Liberty tour. It’s also unfortunate that you had trouble finding our stops. We want to remind you that our app and website include a Find a Bus Stop feature, along with photos and addresses to make navigation easier. If you ever need help, please don’t hesitate to contact us through live chat or email. We would love the opportunity to serve you better in the future!
Alexandra I. @ Big Bus Tours