Initial Business Response /* (1000, 5, 2015/08/26) */
Hello,
Thank you for your message. Generally speaking, per our Terms and Conditions, we don't refund for cancellations made within 0 - 2 days of the booking date. However, in reviewing this case, we feel that a refund should be...
extended to this customer. We will be e-mailing the customer shortly with details of the refund.
We hope this information helps. Please let us know if you have any further questions or concerns.
All the Best,
[redacted].
Viator Customer Support
Initial Consumer Rebuttal /* (2000, 7, 2015/08/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/06/05) */
Hello [redacted],
Thank you for your message, and for letting us know about your experience. At this time, we have processed a full refund for your reservation. Please allow up to 3 - 7 business days for the refund to show back on your...
card, depending on your bank.
We will also be reviewing the text on our tour with our tour operator to ensure we have the most accurate information.
We apologize for any inconvenience, but we do hope this information helps. If you have any questions please feel free to contact us.
All the Best,
[redacted].
Viator Customer Support
Initial Consumer Rebuttal /* (2000, 7, 2015/06/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am satisfied with Viator's response and believe they have acted swiftly and responsibly. I would book with Viator again, as I feel they will stand behind their service.
Initial Business Response /* (1000, 5, 2015/05/05) */
Hello,
Thank you for your message. Our vouchers do need to be exchanged for the proper agency - in this case, Julia Travel - which would be why Park Guell was unable to accept only the vouchers. The vouchers are to be redeemed with...
the company for the full tour.
Our call center agent did call to the tour operator, to see if a refund would be possible, as the customer indicated the tour operator had proceeded without them.
Unfortunately, the tour operator needed to have the tour depart on time, and they were not able to wait for the customer's arrival. We do provide the contact information and meeting point for the tour on the voucher, in case the customer requires that information on the day of travel.
We apologize for any inconvenience, however we feel that the tour operator and other companies in the area are not able to be faulted for their decisions in this matter.
We do hope this information helps. If you have any further questions or concerns, please feel free to let us know.
All the Best,
[redacted] M.
Viator Customer Support
Initial Business Response /* (1000, 5, 2015/05/14) */
Hello,
Thank you for your patience. I am showing that, as of the time of sending this message, the customer has been given a full refund, plus an additional amount to cover travel expenses.
If you have not seen the e-mails from...
our customer support department, please check your junk or spam folder, as our message may have been caught.
We hope this resolution meets the customer's expectations.
Thank you again.
All the Best,
[redacted]
Viator Customer Support
Initial Consumer Rebuttal /* (2000, 7, 2015/05/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/05/07) */
Hello,
Thank you for your patience. We have had our Customer Service department reach out directly to the customer with an explanation of events and a refund for her tour.
Please let us know if you have any further questions or...
concerns.
All the Best,
[redacted] M.
Viator Customer Support
STAY AWAY. On our trip to Washington DC, I had paid for three routes, the most expensive package they have. The day we were there, due to demonstrations on the mall,they instead had an unpublicized "Purple" route that took us nowhere near the DC mall attractions. We had to get off at the second stop and walks several blocks to get back toward the White House, and the buses weren't running e normal routes until after 4 pm that day. (They only run until 5 pm). I sent them at least 4 emails, and never got one response. When I protested the charge card charge of $100 (for the use of a bus for 30 minutes) they fought the charge. I'm still fighting them, but despite further attempts to contact them, I've never heard back. They know how to take money, but are totally unresponsive.
Initial Business Response /* (1000, 5, 2015/08/04) */
Hello [redacted],
Thank you for your message, and for your feedback. Our Customer Service department should have already been in touch with you, but I am told they processed a full refund for you.
Please let us know if you have any...
further questions or concerns.
All the Best,
[redacted] M.
Viator Customer Support
Initial Consumer Rebuttal /* (2000, 7, 2015/08/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the company's response with issuing me a full refund. In the future, I would hope the company would honor what the customer orders and be able to provide that service.
Initial Business Response /* (1000, 5, 2015/08/26) */
Hello,
Thank you for your message. In order to assist our investigation, and because we are unable to see communication that occurs between the client and the tour operator directly, please let us know when or if you proceeded with...
the instructions on your voucher for confirming this tour.
The instructions read as follows:
Important Information
Your local contact is Carmel Car & Limousine Service on + X XXX XXX XXXX.
Register: You MUST register your departure details via this dedicated link prior to departure: www.CarmelLimo.com/Viator
**If you cannot access the information from this link (or the link appears 'broken' in your email program), please open up a new browser and copy and paste the entire link wording into the 'address' or 'location' field at the top of the browser.**
At least 12 hours prior to your trip, you MUST call +X XXX XXX XXXX to confirm your reservation and give additional information. Please tell the operator you are holding a pre-paid voucher, and provide the operator with the Booking Reference Number located either a few lines below your name or under the bar code on the top right corner. The operator will also need the following information from you: Airline, Flight Number, Departure Time, Pick-up Location, Pick-up Time, Etc
We will meet you at the date and time agreed on. If you do not see the driver for any reason, please call +X XXX XXX XXXX or X-XXX-XXX-XXXX ext 3 and tell the operator you are holding a pre-paid voucher. Follow the operator's instructions. Give the voucher to the driver.
Exclusions: Tolls (if taken), Parking or Airport Fees (if applicable), Gratuities (up to customer's discretion)
Once we have the information on how the customer contacted our Tour Operator directly, we can follow up with the Tour Operator to continue our investigation.
Thank you in advance for your reply.
All the Best,
[redacted].
Viator Customer Support
Initial Business Response /* (1000, 5, 2015/11/12) */
Hello,
Thank you for your message. Fortunately, we were able to find this customer's reservation via their name. For reference, the booking number is BR-XXXXXXXXX.
Our notes in the account indicate the following:
CUST CALLED...
and was not picked up for either arrival or departure. Stated that supplier did not have reservation for her. Requesting refund. I called the supplier ([redacted]) who stated if the cust has her voucher she can get her refund. I asked the cust if she had her voucher; she stated they took it from her upon her arrival and gave her a ticket for the pickup departure; which never materialized. Airport express stated they could do nothing for her from the airport to her hotel. I called the supplier ([redacted]) back and explained the situation. She transf me to the payroll dept because they are the ones that handle this. Supplier states cust will need to mail ticket to their office (address on back of ticket) to the attention of [redacted]. When supplier rec ticket they will call us to refund the cust. As far as the ride to the hotel, she trans me to a Mr. [redacted] who did not answer. Adv cust to mail ticket to addr specified on back of ticket. Cust is upset and will call her credit card company to dispute.
[redacted]
This note was left on November 9, 2015. We will need the customer to follow the instructions given by our Tour Operator in order to be refunded. At this time, she has not been outright refused for a refund, but we are unable to assist until the steps given are followed.
We apologize for any inconvenience, but we do hope this information helps. If you have any further questions please feel free to contact us.
All the Best,
[redacted]
Viator Customer Support
Initial Business Response /* (1000, 5, 2015/04/29) */
Hello,
Thank you for your patience. We have heard back from the tour operator on April 28, 2015 concerning this reservation, and are offering a full refund as per the notes from the tour operator. Please see the tour operator's reply...
below, as we believe it offers an excellent explanation of events.
Hello,
First of all, please offer a full refund to the client.
We are very sorry for what happened that day, but I'd like to explain what took place. ´
First of all, the customer was quite unhappy that he was going to have to share the transport. They had not booked a private tour, so I don´t know why they thought that they would be alone.
We were unable to collect them from the port in our van as the port authority has very strict rules about who can collect passengers. Only official taxis are allowed to operate there. Also, we don't like to have our tour bus doing the pick up in case the passengers [redacted] delayed and we are late for the main group.
What we always do is for the guide to meet the customers in the port and then they all take a taxi together out of the port to our minivan.
It's not ideal, but it has always worked for us in the past and nobody seems to be inconvenienced.
What happened later was very unfortunate. Local taxi drivers have been demonstrating recently about the Uber taxi app and the rise of illegal private taxis.This tour conincided with the big GSM Mobile Conference, and the city was flooded with illegal taxis.
We were stopped as part of a general crackdown on these kind of taxis. The police officer did not listen to our explanation that we were not a taxi and that we were, in fact, a tour operator. The fact that he checked everybody's passport [redacted] not unusual in this country where everybody is required by law to carry ID.
It was very embarassing for us and there was nothing we could do to prevent it. The only solution we could find at the time was to continue the tour in taxis. This was not at all typical of our tours, but we did in fact manage to complete the day, albiet in an unusual way.
This has never happened to us before, and I would like to pass ** my sincere apologies to thr client.
Best regards,
[redacted]
Please expect the refund to be credited within 3 - 7 business days. Thank you for your message, and please let us know if you have any further questions or concerns.
All the Best,
[redacted].
Viator Customer Support
Initial Consumer Rebuttal /* (2000, 7, 2015/04/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate the response and resolution to the issue at hand. It was disappointing to not be able to resolve this issue with the vendor directly and your efforts to help with the resolution are also appreciated.
Initial Business Response /* (1000, 5, 2015/08/13) */
Hello,
Thank you for your message. We were able to find this customer's reservation by their name. It is under number XXXXXXXXX.
Please note, the time for this tour is listed under the "Important Info" tab on the website, and on...
the voucher for this tour. The voucher is sent at the time of confirmation, in this case the customer was sent the voucher immediately after booking.
Under the "Important Info" Tab, the information is listed as:
Departure point
[redacted]
Departure time
[redacted]
Duration
4 hours 30 minutes (approx.)
Return details
Concludes at Ellis Island. You may take the ferry back to Battery Park at your leisure
[redacted]
And on the voucher, the information is listed as:
Tour Details
Time:
[redacted]
Inclusions:
Priority access to board the ferry to save you time at departure
Expert guide
Entrance fees to the Pedestal Museum at Liberty Island and the Museum at Ellis Island
Round-trip ferry ticket
Exclusions:
Hotel pickup and drop-off
Food and drinks
Gratuities (recommended)
Lockers for large items on Liberty Island (available for $2.00)
[redacted]
Unfortunately, as the tour operator did holds the customer's reservation for this tour, and the customer was considered a "No Show" for this reservation, we are unable to refund at this time. The tour did progress as scheduled.
We apologize for any inconvenience, but we do hope this information helps. Please let us know if you have any further questions or concerns.
All the Best,
[redacted].
Viator Customer Support
Initial Business Response /* (1000, 8, 2015/04/09) */
Hello,
Thank you for your message. In order to better assist this complaint we request either the booking number or the e-mail address the customer used to make their reservation.
We will be happy to investigate the complaint and...
reply once we have that information.
Thank you in advance.
[redacted] M.
Viator Customer Support
Initial Consumer Rebuttal /* (3000, 10, 2015/04/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Booking numbers are XXXXXXXX and XXXXXXXX
Final Business Response /* (4000, 12, 2015/04/16) */
Hello,
Thank you for writing back. With the booking numbers provided, we were able to find the reservations.
Please note that the customer pursued a Chargeback with their credit card, which was unsuccessful. The following response was given to the customer to explain why the refund could not be offered:
___________________
The clients went on the tour and we provided the services as advertised. There were a total of 18 Adults and 4 children (all Viator clients) on this tour. We received no other complaints. We did have a tour guide on the bus with the group. The bus used for that tour is based in Negril and the tour guide lives in [redacted] Bay, so she was picked up and dropped off in [redacted] Bay (along the route of the bus, so the bus did not detour from the route). She was in Holiday Services uniform.
The tour did go longer than expected as we did not have the best weather that day and so the time to climb the falls and the drive through the mountains took longer than usual. The clients spent two hours at [redacted], which is much longer than we usually allow, however because the weather was so bad we allowed the group to stay longer. We try to be as accommodating as possible to all our guests and because of the bad weather, we allowed them to spend more time at [redacted].
The bus that was provided has 31 seats and the evening prior we had another client that ripped one of the seats. So there was one seat in the back that had an issue however there were 30 other seats in excellent condition.
This client never contacted Holiday Services. They contacted the visit jamaica facebook page. Not once did they call the office or the emergency number listed on the voucher. For the second excursion, there was no one else booked for that tour, so we upgraded them to a private tour. They never once contacted our office and were flagged as a no show. Transportation was sent to their hotel.
For these reasons there is no refund for either of the 2 excursions.
________________
Viator and Holiday Services, do strive to achieve the highest standards in customer service and ensure all of our customers are happy with our service, therefore, please accept our sincerest apologies that we did not meet your expectations this time.
Per the information above, and the fact that we have successfully disputed the chargeback, we do not feel a refund is due at this time.
Thank you again for your message. Please let us know if you have any further questions or concerns.
All the Best,
[redacted] M.
Viator Customer Support
Final Consumer Response /* (4200, 14, 2015/04/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Just because here was no other alleged complaints does not mean this case should be dismissed. The tour was not to the standards as sold and we refused to go on the tour the next day. Several unbusiness like practices took place causing uncomfort to return to the tour provider. The original complaint stands.
Initial Business Response /* (1000, 5, 2015/08/26) */
Hello,
Thank you for your message. Generally speaking, per our Terms and Conditions, we don't refund for cancellations made within 0 - 2 days of the booking date. However, in reviewing this case, we feel that a refund should be...
extended to this customer. We will be e-mailing the customer shortly with details of the refund.
We hope this information helps. Please let us know if you have any further questions or concerns.
All the Best,
[redacted].
Viator Customer Support
Initial Consumer Rebuttal /* (2000, 7, 2015/08/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/06/05) */
Hello [redacted],
Thank you for your message, and for letting us know about your experience. At this time, we have processed a full refund for your reservation. Please allow up to 3 - 7 business days for the refund to show back on your...
card, depending on your bank.
We will also be reviewing the text on our tour with our tour operator to ensure we have the most accurate information.
We apologize for any inconvenience, but we do hope this information helps. If you have any questions please feel free to contact us.
All the Best,
[redacted].
Viator Customer Support
Initial Consumer Rebuttal /* (2000, 7, 2015/06/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am satisfied with Viator's response and believe they have acted swiftly and responsibly. I would book with Viator again, as I feel they will stand behind their service.
Initial Business Response /* (1000, 5, 2015/05/05) */
Hello,
Thank you for your message. Our vouchers do need to be exchanged for the proper agency - in this case, Julia Travel - which would be why Park Guell was unable to accept only the vouchers. The vouchers are to be redeemed with...
the company for the full tour.
Our call center agent did call to the tour operator, to see if a refund would be possible, as the customer indicated the tour operator had proceeded without them.
Unfortunately, the tour operator needed to have the tour depart on time, and they were not able to wait for the customer's arrival. We do provide the contact information and meeting point for the tour on the voucher, in case the customer requires that information on the day of travel.
We apologize for any inconvenience, however we feel that the tour operator and other companies in the area are not able to be faulted for their decisions in this matter.
We do hope this information helps. If you have any further questions or concerns, please feel free to let us know.
All the Best,
[redacted] M.
Viator Customer Support
Initial Business Response /* (1000, 5, 2015/05/14) */
Hello,
Thank you for your patience. I am showing that, as of the time of sending this message, the customer has been given a full refund, plus an additional amount to cover travel expenses.
If you have not seen the e-mails from...
our customer support department, please check your junk or spam folder, as our message may have been caught.
We hope this resolution meets the customer's expectations.
Thank you again.
All the Best,
[redacted]
Viator Customer Support
Initial Consumer Rebuttal /* (2000, 7, 2015/05/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2015/05/07) */
Hello,
Thank you for your patience. We have had our Customer Service department reach out directly to the customer with an explanation of events and a refund for her tour.
Please let us know if you have any further questions or...
concerns.
All the Best,
[redacted] M.
Viator Customer Support
STAY AWAY. On our trip to Washington DC, I had paid for three routes, the most expensive package they have. The day we were there, due to demonstrations on the mall,they instead had an unpublicized "Purple" route that took us nowhere near the DC mall attractions. We had to get off at the second stop and walks several blocks to get back toward the White House, and the buses weren't running e normal routes until after 4 pm that day. (They only run until 5 pm). I sent them at least 4 emails, and never got one response. When I protested the charge card charge of $100 (for the use of a bus for 30 minutes) they fought the charge. I'm still fighting them, but despite further attempts to contact them, I've never heard back. They know how to take money, but are totally unresponsive.
I like this business too much because this the best in my own opinion
Thanks
Initial Business Response /* (1000, 5, 2015/08/04) */
Hello [redacted],
Thank you for your message, and for your feedback. Our Customer Service department should have already been in touch with you, but I am told they processed a full refund for you.
Please let us know if you have any...
further questions or concerns.
All the Best,
[redacted] M.
Viator Customer Support
Initial Consumer Rebuttal /* (2000, 7, 2015/08/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the company's response with issuing me a full refund. In the future, I would hope the company would honor what the customer orders and be able to provide that service.
Initial Business Response /* (1000, 5, 2015/08/26) */
Hello,
Thank you for your message. In order to assist our investigation, and because we are unable to see communication that occurs between the client and the tour operator directly, please let us know when or if you proceeded with...
the instructions on your voucher for confirming this tour.
The instructions read as follows:
Important Information
Your local contact is Carmel Car & Limousine Service on + X XXX XXX XXXX.
Register: You MUST register your departure details via this dedicated link prior to departure: www.CarmelLimo.com/Viator
**If you cannot access the information from this link (or the link appears 'broken' in your email program), please open up a new browser and copy and paste the entire link wording into the 'address' or 'location' field at the top of the browser.**
At least 12 hours prior to your trip, you MUST call +X XXX XXX XXXX to confirm your reservation and give additional information. Please tell the operator you are holding a pre-paid voucher, and provide the operator with the Booking Reference Number located either a few lines below your name or under the bar code on the top right corner. The operator will also need the following information from you: Airline, Flight Number, Departure Time, Pick-up Location, Pick-up Time, Etc
We will meet you at the date and time agreed on. If you do not see the driver for any reason, please call +X XXX XXX XXXX or X-XXX-XXX-XXXX ext 3 and tell the operator you are holding a pre-paid voucher. Follow the operator's instructions. Give the voucher to the driver.
Exclusions: Tolls (if taken), Parking or Airport Fees (if applicable), Gratuities (up to customer's discretion)
Once we have the information on how the customer contacted our Tour Operator directly, we can follow up with the Tour Operator to continue our investigation.
Thank you in advance for your reply.
All the Best,
[redacted].
Viator Customer Support
Initial Business Response /* (1000, 5, 2015/11/12) */
Hello,
Thank you for your message. Fortunately, we were able to find this customer's reservation via their name. For reference, the booking number is BR-XXXXXXXXX.
Our notes in the account indicate the following:
CUST CALLED...
and was not picked up for either arrival or departure. Stated that supplier did not have reservation for her. Requesting refund. I called the supplier ([redacted]) who stated if the cust has her voucher she can get her refund. I asked the cust if she had her voucher; she stated they took it from her upon her arrival and gave her a ticket for the pickup departure; which never materialized. Airport express stated they could do nothing for her from the airport to her hotel. I called the supplier ([redacted]) back and explained the situation. She transf me to the payroll dept because they are the ones that handle this. Supplier states cust will need to mail ticket to their office (address on back of ticket) to the attention of [redacted]. When supplier rec ticket they will call us to refund the cust. As far as the ride to the hotel, she trans me to a Mr. [redacted] who did not answer. Adv cust to mail ticket to addr specified on back of ticket. Cust is upset and will call her credit card company to dispute.
[redacted]
This note was left on November 9, 2015. We will need the customer to follow the instructions given by our Tour Operator in order to be refunded. At this time, she has not been outright refused for a refund, but we are unable to assist until the steps given are followed.
We apologize for any inconvenience, but we do hope this information helps. If you have any further questions please feel free to contact us.
All the Best,
[redacted]
Viator Customer Support
Initial Business Response /* (1000, 5, 2015/04/29) */
Hello,
Thank you for your patience. We have heard back from the tour operator on April 28, 2015 concerning this reservation, and are offering a full refund as per the notes from the tour operator. Please see the tour operator's reply...
below, as we believe it offers an excellent explanation of events.
Hello,
First of all, please offer a full refund to the client.
We are very sorry for what happened that day, but I'd like to explain what took place. ´
First of all, the customer was quite unhappy that he was going to have to share the transport. They had not booked a private tour, so I don´t know why they thought that they would be alone.
We were unable to collect them from the port in our van as the port authority has very strict rules about who can collect passengers. Only official taxis are allowed to operate there. Also, we don't like to have our tour bus doing the pick up in case the passengers [redacted] delayed and we are late for the main group.
What we always do is for the guide to meet the customers in the port and then they all take a taxi together out of the port to our minivan.
It's not ideal, but it has always worked for us in the past and nobody seems to be inconvenienced.
What happened later was very unfortunate. Local taxi drivers have been demonstrating recently about the Uber taxi app and the rise of illegal private taxis.This tour conincided with the big GSM Mobile Conference, and the city was flooded with illegal taxis.
We were stopped as part of a general crackdown on these kind of taxis. The police officer did not listen to our explanation that we were not a taxi and that we were, in fact, a tour operator. The fact that he checked everybody's passport [redacted] not unusual in this country where everybody is required by law to carry ID.
It was very embarassing for us and there was nothing we could do to prevent it. The only solution we could find at the time was to continue the tour in taxis. This was not at all typical of our tours, but we did in fact manage to complete the day, albiet in an unusual way.
This has never happened to us before, and I would like to pass ** my sincere apologies to thr client.
Best regards,
[redacted]
Please expect the refund to be credited within 3 - 7 business days. Thank you for your message, and please let us know if you have any further questions or concerns.
All the Best,
[redacted].
Viator Customer Support
Initial Consumer Rebuttal /* (2000, 7, 2015/04/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate the response and resolution to the issue at hand. It was disappointing to not be able to resolve this issue with the vendor directly and your efforts to help with the resolution are also appreciated.
Initial Business Response /* (1000, 5, 2015/08/13) */
Hello,
Thank you for your message. We were able to find this customer's reservation by their name. It is under number XXXXXXXXX.
Please note, the time for this tour is listed under the "Important Info" tab on the website, and on...
the voucher for this tour. The voucher is sent at the time of confirmation, in this case the customer was sent the voucher immediately after booking.
Under the "Important Info" Tab, the information is listed as:
Departure point
[redacted]
Departure time
[redacted]
Duration
4 hours 30 minutes (approx.)
Return details
Concludes at Ellis Island. You may take the ferry back to Battery Park at your leisure
[redacted]
And on the voucher, the information is listed as:
Tour Details
Time:
[redacted]
Inclusions:
Priority access to board the ferry to save you time at departure
Expert guide
Entrance fees to the Pedestal Museum at Liberty Island and the Museum at Ellis Island
Round-trip ferry ticket
Exclusions:
Hotel pickup and drop-off
Food and drinks
Gratuities (recommended)
Lockers for large items on Liberty Island (available for $2.00)
[redacted]
Unfortunately, as the tour operator did holds the customer's reservation for this tour, and the customer was considered a "No Show" for this reservation, we are unable to refund at this time. The tour did progress as scheduled.
We apologize for any inconvenience, but we do hope this information helps. Please let us know if you have any further questions or concerns.
All the Best,
[redacted].
Viator Customer Support
Initial Business Response /* (1000, 8, 2015/04/09) */
Hello,
Thank you for your message. In order to better assist this complaint we request either the booking number or the e-mail address the customer used to make their reservation.
We will be happy to investigate the complaint and...
reply once we have that information.
Thank you in advance.
[redacted] M.
Viator Customer Support
Initial Consumer Rebuttal /* (3000, 10, 2015/04/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Booking numbers are XXXXXXXX and XXXXXXXX
Final Business Response /* (4000, 12, 2015/04/16) */
Hello,
Thank you for writing back. With the booking numbers provided, we were able to find the reservations.
Please note that the customer pursued a Chargeback with their credit card, which was unsuccessful. The following response was given to the customer to explain why the refund could not be offered:
___________________
The clients went on the tour and we provided the services as advertised. There were a total of 18 Adults and 4 children (all Viator clients) on this tour. We received no other complaints. We did have a tour guide on the bus with the group. The bus used for that tour is based in Negril and the tour guide lives in [redacted] Bay, so she was picked up and dropped off in [redacted] Bay (along the route of the bus, so the bus did not detour from the route). She was in Holiday Services uniform.
The tour did go longer than expected as we did not have the best weather that day and so the time to climb the falls and the drive through the mountains took longer than usual. The clients spent two hours at [redacted], which is much longer than we usually allow, however because the weather was so bad we allowed the group to stay longer. We try to be as accommodating as possible to all our guests and because of the bad weather, we allowed them to spend more time at [redacted].
The bus that was provided has 31 seats and the evening prior we had another client that ripped one of the seats. So there was one seat in the back that had an issue however there were 30 other seats in excellent condition.
This client never contacted Holiday Services. They contacted the visit jamaica facebook page. Not once did they call the office or the emergency number listed on the voucher. For the second excursion, there was no one else booked for that tour, so we upgraded them to a private tour. They never once contacted our office and were flagged as a no show. Transportation was sent to their hotel.
For these reasons there is no refund for either of the 2 excursions.
________________
Viator and Holiday Services, do strive to achieve the highest standards in customer service and ensure all of our customers are happy with our service, therefore, please accept our sincerest apologies that we did not meet your expectations this time.
Per the information above, and the fact that we have successfully disputed the chargeback, we do not feel a refund is due at this time.
Thank you again for your message. Please let us know if you have any further questions or concerns.
All the Best,
[redacted] M.
Viator Customer Support
Final Consumer Response /* (4200, 14, 2015/04/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Just because here was no other alleged complaints does not mean this case should be dismissed. The tour was not to the standards as sold and we refused to go on the tour the next day. Several unbusiness like practices took place causing uncomfort to return to the tour provider. The original complaint stands.