My wife (27 weeks pregnant) and I booked this tour for our trip last week. The day before the trip, my wife started to get worried about being at altitude with the baby, so I called the tour operator and inquired about cancelling for a refund. Admittedly, this was within 24 hours of the tour start time, so we were not officially eligible for a refund, but I was asking for an exception and hoped they would be understanding of the situation. I left the call with the tour company under the impression they would issue a refund, but to do so, I needed to go through Viator to request the refund. After calling Viator, they sent a cancellation request to the tour operator as expected. However when I called the tour operator the next day to see what that status of the refund was, they told me they said no such thing about approving a refund, as we were not within the cancellation window. The tour operator was very animated (bordering angry) on the phone with my wife, and at this point my wife and I had already skipped the tour. After a number of back and forths with both the tour company and Viator, we're basically out of our money and have no tour to show for it. I wish I would have known we were going to get shafted, because I might have been able to convince my wife to take the tour despite the altitude (with a lot of effort), but based on the promising phone call with the tour operator, I didn't think it was necessary.
Відповідь від хоста
May 2024
We sincerely apologize for the confusion and frustration you experienced regarding your tour booking. We understand the concern about altitude and pregnancy and regret any inconvenience caused during this process.
We're sorry for any misunderstanding during the initial call with our tour operator regarding the refund request. We strive to be understanding and accommodating, especially in unique situations like yours. We acknowledge that the situation could have been handled better, and we apologize for any miscommunication that occurred.
We appreciate your feedback and will use it to improve our customer service processes moving forward. Please know that your satisfaction is important to us, and we regret that your experience did not meet your expectations.
If there's anything else we can do to assist you or make amends for the inconvenience, please don't hesitate to reach out to us directly.