I registered my booking online & reconfirmed the arrival transfer with Carmel car & limo directly 12 hours prior as instructed in the booking, via phone. When we arrived at MYR airport, there wasn't anyone waiting for us with a sign as the booking states. We called the phone number listed to contact if you don't see the driver (1-866-666-6666) and a different local SC transfer answered and advised they didn't have my reservation and it was the wrong company, not Carmel. I called Carmel's customer service line afterwards. Only to be directed to Disbatch to be hung up on at least 3 times when we asked where the driver was. The supervisor of Carmel Disbatch hung up on us as well. At this point, we were waiting for 1 hour in the airport and could not contact Carmel. After several failed attempts to get in touch with Carmel's driver, I called Viator to explain the situation. I advised the fraudulent number Carmel is using to operate it's business in Myrtle Beach and in addition cannot contact the driver. At this point, 90 minutes waiting at the airport, my husband arranged a ride with another company outside of Viator. I was on the phone with Hazel at Viator for a while seeking resolution and to report the fraudulent vendor they are using for transfer services in Myrtle Beach. I requested a refund because the service was not provided by Carmel nor could I get in contact with their driver. Hazel at Viator repeater several times she can only call and email the vendor and after 24 hours maybe will process a refund. As a travel agent, I'm astonished Viator sees no concern in this vendor, Carmel limo, operating fraudulently as their partner in Myrtle Beach. In addition, Viator will not yet refund for a service I didn't receive. This was an absolutely horrible way to start our family vacation. I highly do not recommend this service from Viator & their partner Carmel Limo & car.
Ответ от хоста
Sep 2023
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.