Unfortunately this was not the best Viator experience we have ever had, and we book a lot of tours through them as we travel. The 9 11 tour was very good and the guide was very friendly and knowledgeable, however the one world observatory upgrade was really uncomfortable. The tickets we were provided with from the tour operator would not scan and the reception gave me a number to ring to ask them to resend the tickets in a format they could use and get the revenue back on. The lady in the tour operator office would not believe that they would not scan and re emailed me exactly the same tickets. She then asked to speak to my supervisor saying I didn’t know what I was doing (she obviously thought I was staff at the observatory and was very rude). The receptionist came and spoke to her then there was some kind of argument and a manager had to be sent for. All names were exchanged and I ended up having to email my tickets to the one world observatory manager so they could pick things up with the tour operator. The manager was so apologetic and handled the situation incredibly well, but it was not a pleasant experience. They still let us in after 30 minutes and we had a really lovely time in there. They said they would sort out all of the ticket side with the company. The problem with the tickets comes from a local tour operator who Viator are using to provide the service. But I really think Viator should rethink this particular operator as they made our experience very stressful.
Одговор домаћина
Feb 2025
Thank you for sharing your experience with us. We’re truly sorry for the inconvenience you faced. However, it seems the issue with the tickets was related to the site itself, not the tour operators. We’ve been offering this tour for a long time, and this situation has never occurred before. We really appreciate you bringing this to our attention and your understanding that this was not a problem on our end, but rather with the site itself.
Thank you for your patience, and we hope this won’t affect your overall experience with us.