After waiting over one hour for our driver, Steve, we finally contacted Viator, who tried calling him and left him an urgent email. We also left him a voicemail and an email. He never responded so we called Viator again to start the refund process. As we were speaking with the representative, Steve called me. He said the bus had a broken fan belt and that he had been trying to locate one and then realized he had a spare?! At no time did he try and reach out to us. He offered to still take us to two wineries because there was no time to see all three, but we declined. He was going to be another 20 minutes before he could pick us up, so we didn’t want to waste more of our short weekend.
He apologized and offered a discount for next time but we will not chance it again. We don’t travel much and when we do, we try to make good use of our time.
We understand things happen and we are very reasonable people. The issue here was the lack of communication. He had my cell number and my email…..