Absolute logistical nightmare for how this company sets up these rides. They make you go to get a ticket from a location in the middle of the city, instead of allowing you to just use the voucher on the Viator app to get on a bus at a nearby location to where you are. We showed up to be "greeted" by a 1,000 pound man who was rude and should not be dealing with customers. There was a huge line reaching around the street where the ticket booth was located and what appeared to be only one bus coming by every 20-30 minutes to pick people up. The issue with this, is that each time the bus came by, there was only room for 4-5 people, so it would have taken about 2 hours just to get on the bus. We decided to just Uber around Boston and asked to get our money back, which we were told to contact Viator. We decided to contact a rep via chat in the app, of which they make you download WhatsApp before you can chat with a rep, and when I finally connected, the rep told me I couldn't get my money back, since I did not cancel within 24 hours of the tour date. This was a stupid answer since I just finished explaining that we booked two months ago and could not have foreseen the mess we'd be waiting in until we arrived at the ticket booth. The rep told me that they could contact the tour company to see if they'd give me a refund and I felt this was completely wrong that Viator doesn't handle these refunds directly, making you wait for hours to see if the tour operator will issue you a refund. What's the point of booking through Viator if they have no responsibility in situations like this? Horrible experience from this tour operator and horrible service from Viator.
Одговор домаћина
Oct 2024
Hi Steve, thank you for your feedback...your "We showed up to be greeted by a 1,000 pound man" comment is insulting and unwelcomed here, I don't see the relevance to the weight of a person has to do with this situation. This also goes to show the extreme exaggeration of the the contents of your review. Viator voucher customers are permitted to board at any stops, but are required to hop off at our trolley Stop #1 to have it scanned/activated. We do not require any such download nor do we even conduct any part of our business thru WhatsApp!
Trolleys were dispatched every 10 mins throughout this weekend not 20-30 with an estimated 30 seats available, not 4-5.
Viator is a reparable agency, any Viator customers must communicate to Viator directly for any cancellation or refund request. The City streets were unexpectedly closed due to an unplanned protest which caused delays and backups in service, however our dispatchers and drivers did an amazing job getting thru the time of the event.
Sincerely,
Mike T