Viator

Initial Business Response / [redacted] (1000, 5, 2015/06/15) */ Dear [redacted] , Thank you for contacting Viator We are showing that the fax was replied to via e-mail on June 12, The response read as follows: We appreciate your feedback regarding your New York City Explorer Pass We regret you did not enjoy the New York City Explorer Pass [redacted] its fullest, however in reviewing the information given on the site, we believe you received the protect as advertisedPlease note that while our website does mention travel to the Statue of Liberty, it does not state that you will be able to go up the Statue of Liberty with our ticket We apologize for any inconvenience, but we do hope this information helps and we hope that we can be of service to you for other travel product bookings in the future Kindest regards, [redacted] M Viator Customer Relations http://www.viator.com Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello - I asked [redacted] at Hollywood planet where I was instructed to get my tickets for informationShe wasn't friendly and she called me "mommy." The Bus passes [redacted] a fraud as the busses were dirty with tons of garbage from other passengersI didn't have the option to buy tickets to go up to the statue of liberty and I was stuck in ground because no one explained this to me and I am still requesting a refundI am just going to publish this all over the media and VIATOR don't deserve to have any customers at all and if they continue cheating people, very soon they would be our of businessShame on them [redacted] Final Business Response / [redacted] (4000, 9, 2015/06/24) */ Hello, Thank you for writing backWe wish to address each of the concerns listed in your rebuttle individually: Unfortunately [redacted] is not an employee of Viator.comEither she is employed for the Local Tour Operator or for Hollywood Planet, but we are unable to follow up with her to know what you were toldFor that reason, we can only speak to what you were informed based on our website, or through any direct communication with us We do apologize that the buses did not live up to your expectations, however they are only one part of the New York pass, and were accessible to you as a part of that pass As stated before, our website does not specify that you will be able to go up inside the Statue of LibertyThe Statue of Liberty is sometimes a closed attraction, and is controlled by the local governmentUnfortunately, we don't have any control over their ticket sales or availability The New York City Explorer Pass [redacted] a variety of options to travelers who are going to New York CityAgain, we do apologize that you feel you were not able to use this pass [redacted] it's fullest extent, however the pass [redacted] available and open to be used in the manner listed on our website We apologize for any inconvenience, but we do hope this information helpsIf you have any further questions please feel free to contact us All the Best, [redacted] M Viator Customer Support Final Consumer Response / [redacted] (4200, 11, 2015/06/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) They should be passing [redacted] messages to their contractors so they can improveI am planning to get tickets through Viator if they are not going to assume any responsibilityThank you

Initial Business Response / [redacted] (1000, 5, 2015/02/03) */ Hello, According to our records, a full refund of reservation VIATORXXXXXXXX was processed on August 18th, at 20:The funds were returned to Ms [redacted] 's credit card ending in the last four digits of in the amount of Australia dollarsThe authorization code for this transaction is XXXXXX Ms [redacted] was advised her refund request had been approved via email on August 14th, Since then, we have record of receiving a single email from her on January 23, stating she had not yet received this refund, though our Customer Support staff had yet to reply Our records indicate the full refund has been processed, as stated above, and as such we consider this matter resolved at this time Thank you for your attention

Initial Business Response / [redacted] (1000, 5, 2015/05/05) */ Hello, Thank you for your messageOur 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 vouchersThe 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 arrivalWe 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 helpsIf 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 / [redacted] (1000, 5, 2015/05/05) */ Hello, Thank you for your messagePlease note that the prices listed on the main page are our "Lowest Prices From." In most cases, the prices do not dramatically change from the lowest price, however many of our tour operators do change their prices for various seasons or times of the day In this case, the customer is looking at two "Private" ToursFor Private tours, only the customer and their party will be on the tour, so the prices can be very different per person depending on how many or how few people are attending the tour and what vehicle will be used for transport We do offer a price calendar for our customers so they can look through the pricing for each day, and we do give full quotes for their selected date, time, and number of passengers [redacted] requiring the credit card number We do hope this information helpsIf you have any further questions or concerns, please feel free to contact us All the Best, [redacted] M Viator Customer Support

Initial Business Response / [redacted] (1000, 5, 2015/06/23) */ Hello, Thank you for your feedbackOur tour operator sets any processing fees that they wish to collect on the day of the tourUnfortunately those fees are out of our controlWe do list the fees several times on the website to ensure our customers the best possible chance of spotting them For your convenience, we're including a link to the tour page below: http://www.viator.com/tours/Las-Vegas/Grand-Canyon-and-Hoover-Dam-Day-Trip-from-...⇄ On the "Overview" tab (the one that shows up automatically when you look at a tour) we list the following: Please note: The listed price does not include a $processing fee, payable at the time of check-inThere is an additional $fuel fee for the Helicopter/Boat and Helicopter/Boat/Skywalk option, payable at the time of check-inThese fees are required by our local supplier and is not within our control Additionally, under the "Important Info" tab, we list the information again under the section labelled "Exclusions" Finally, this information is also printed on the voucher under the section labelled "Important" We apologize for any inconvenience, but we do hope this information helpsIf you have any further questions please feel free to contact us All the Best, [redacted] M Viator Customer Support Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Viator's reply is totally non-responsiveI never requested a refundA processing fee is *ALWAYS [redacted] disclosed in advance and clearly labeled in the summary of costs (along with shipping and handling and taxes) by any legitimate online vendor, including entertainment ticket agenciesThe only thing clear is that Viator [redacted] continue to fail to disclose fees without making customers search for them carefully Final Business Response / [redacted] (4000, 9, 2015/06/30) */ Hello, Thank you for writing backAs stated in our previous response, we do list these fees on our website for our customers in multiple locations to ensure customers have this information in advance of their travel dateWe apologize that this customer missed the listed information, however we feel we have done everything we can to make these fees accessible to our customers For your convenience, we're including a link to the tour page below: http://www.viator.com/tours/Las-Vegas/Grand-Canyon-and-Hoover-Dam-Day-Trip-from-...⇄ On the "Overview" tab (the one that shows up automatically when you look at a tour) we list the following: Please note: The listed price does not include a $processing fee, payable at the time of check-inThere is an additional $fuel fee for the Helicopter/Boat and Helicopter/Boat/Skywalk option, payable at the time of check-inThese fees are required by our local supplier and is not within our control Additionally, under the "Important Info" tab, we list the information again under the section labelled "Exclusions" Finally, this information is also printed on the voucher under the section labelled "Important" We apologize for any inconvenience, but we do hope this information helpsIf you have any further questions please feel free to contact us All the Best, [redacted] M Viator Customer Support Final Consumer Response / [redacted] (4200, 11, 2015/07/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) It's clear the merchant [redacted] not change their policy, but their defense remains flawedThe complaint was about clarity of charges *before [redacted] paymentTheir reference to the voucher is misleading and non-responsive to the complaint, because the voucher is not printed until *AFTER [redacted] payment is madePlease keep this complaint on fileThank you for pursuing it on my behalfHowever, in the face of their continued obfuscation and belligerence, I agree to close this issue nolo contendere

Initial Business Response / [redacted] (1000, 5, 2014/06/14) */ Revdex.com Complaint Case# (Ref#XX-XXXXX-XXXXXXXX-X-XXX) In response to [redacted] ***, please see below Ms [redacted] purchased tickets from Viator for the 4-Day Paris Pass [redacted] Sun Mar for a travel date of May 10, When the pass was purchased the following special was listed on our web site Please note: until March, a 2-day hhop-off tour will be included in the Paris Pass priceFrom April, 2014this will be a day hhop-off tour Mrs [redacted] contact Viator several times requesting confirmation of a two day pass and each time Viator advised the travel day was after April therefore, she would be receiving a one day ticketThe party used the passes and the one day hop on hop off ticket and contacted Viator again after travel requesting a partial refund because the party only received a one day ticketAt that point we advised our post travel refunds department would investigate her complaint and be in contact with her On June 11, we spoke with Ms [redacted] and advised as gesture of goodwill we would be refunding 50% of the entire purchase even though Ms [redacted] received and used the advertised packageWe also sent an email to her confirming the refund Sincerely, [redacted] - Contact Center Manager Looktours.com / Viator.com X-XXX-XXX-XXXX X-XXX-XXX-XXXX Fax: X-XXX-XXX-XXXX Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/06/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) I think their response in itself suggest that the ad was in no way misleading and sorta implied that because we did use the city pass should negates the issue which I strongly disagree on both countsIf we had known about the one vs two day in enough time prior to our departure then we would have probably asked for a refund and purchased the other pass we were consideringAs for my post refund request, given we felt slighted a hopper pass day before we traveled we certainly felt the same way upon our return so a follow up was doneOf course our only compensation option at this point is a partial refundI had hoped to avoid going this far but sometimes you are left with no other optionSo, after logging my complaint in with Revdex.com and notifying them of my actions they not only responded very quickly but gave us a better refund then requestedWe appreciate their "gesture of goodwill" but still would have preferred the second day passIn any case this issue is now resolved and I thank Revdex.com for their assistance

Initial Business Response / [redacted] (1000, 5, 2015/09/16) */ Hello, A full refund of USD $has been processed to your credit card, for this cancelled Chichen Itza Day Trip from Cancun bookingPlease note that the refund may take to business days to appear on the credit card, depending on the individual bank We look forward to being of service to you in the future All the Best, [redacted] Viator Customer Support Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) We have received a full refund from ViatorThank you!

Initial Business Response / [redacted] (1000, 5, 2015/04/09) */ Hello, Thank you for your messageI am showing that this customer called in to request a refund, which was denied by the tour operator as the customer did not follow the reconfirmation instructions listed on their voucher The information on the voucher is as follows: Your local contact is Chukka Caribbean Adventures on XXX XXX XXXX Please note: Complimentary piis offered for this tour/activity (as specified on the tour / activity description page)If you require this service you must contact Chukka Caribbean Adventures at Locally on XXX XXX XXXX Toll free on +X XXX XXX XXXX By email at ***@chukkacaribbean.com at least Hour(s) prior to your tour/activity date to verify your pitime and pilocationIf you are not arriving within the specified timeframe, please contact Chukka Caribbean Adventures prior to your travels, or immediately upon arrival at your destination Please be ready at least minutes prior to departure time Unfortunately, as they did not contact the tour operator as instructed, they were not scheduled for pickupThe Tour Operator held seats for them in case they made their own way We apologize for any inconvenience, but we do hope this information helpsAt this time we are unable to extend a refund to this customer All the Best, [redacted] M [redacted] Customer Support Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/04/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) We received the following email Booking Confirmed from [redacted] I was not aware that the email was not the actual confirmation and it is not clear in the email that you need to click on the voucher buttonThus I never saw the additional instructions until no one showed up to pick us up at the time stated in the emailAs you can see from the email it states booking confirmed, has a pickup time and no other CLEAR directionsThe information stated by [redacted] is on a voucher that I never saw Dear [redacted] ***, Thank you for your booking Your itinerary is confirmedPlease see below for information about your confirmed tour or activities! Whether you're traveling across town or across the globe, we are proud to be part of your travel plansWe hope you have an incredible trip, and we appreciate your business Happy travels, [redacted] PS: It's easy to stay in touch with [redacted] on the roadDownload our mobile apps or follow us on Facebook, Twitter or Google+ Tour/Activity Details Itinerary Number: IT-XXXXXXXX Canopy Tour Booking Reference: BR-XXXXXXXXX Lead Traveler: Mr [redacted] Number of Travelers: (Adults) Travel Date: Monday April 06, Location: [redacted] Travel Option: 1:30pm from Montego Bay Voucher Information: Paper Voucher Required USD $ CONFIRMED Final Business Response / [redacted] (4000, 9, 2015/04/16) */ Hello, Thank you for writing backWe do provide multiple links and reminders to customers to print their vouchersWe are sorry to hear that the customer did not follow through with these links to receive their paperwork, however we believe we have acted in good faith Please note, we do remind customers on the brochure page, under the "Important Info" tab for this tour that they will need to contact the tour operator to obtain their pickup time, and that the given 1:departure time is the departure time for the tour Please see the following information below: _______ Departure time 10:30am 1:30pm Hotel pickups commence prior to this time, you must contact the local service provider to verify your exact pickup time ________ 1:30pm from Montego Bay Code: MB Canopy tour from Montego BayTour departs at 1:30pm, hotel pickup commences 1-hours prior ________ We apologize for any inconvenience, but we do hope this information helpsPlease let us know if you have any further questions or concerns All the Best, [redacted] M [redacted] Customer Support Final Consumer Response / [redacted] (4200, 11, 2015/04/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Seeking full refund filing claim with credit card company

Initial Business Response / [redacted] (1000, 5, 2015/06/15) */ Hello, Thank you for your messageIn order to better assist you, can you please write back with your booking number and the e-mail address you used to place your booking? Thank you in advance for your reply, and we wish you Happy Travels Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) No because my original complaint isn't being resolvedAll they are asking for now is my email that I/we used to place the bookings and the booking numbesrThey aren't stating anything at this point to render the FULL REFUND as I had asked for The original booking number is XXXXXXXX for the :Private Arrival Transfer: [redacted] Train Station to be picked up on 4/1/Paid in full $USD which was confirmed by Viator on 3/18/at 6:42AM and was processed on my cc ending with The original booking number is XXXXXXXX for the: Self-Drive Vintage Fiat Tour from [redacted] Tuscan Hills and Italian CuisineTour at 3pm on 4/1/Paid in full $USD which was confirmed by Viator on 11/23/at 10:33am and was processed on my credit card ending with The email that I used for Viator was the same one that I had originally provided which is again, [redacted] @cfl.rr.com Thank you, STILL IS NOT RESOLVED! WAITING PATIENTLY Mr [redacted] J [redacted] Final Business Response / [redacted] (4000, 9, 2015/06/24) */ Hello, Thank you for contacting us Please note, whilst we acknowledge that being unable to use your arrival transfer which was completely beyond your control, our supplier, Barocchi is unable to refund in this instance and will regard this booking as a 'no show' The notes we received from the tour operator when we requested your cancellation are as follows: This service is not refundableArrival time was scheduled for this morning at am and we have just received the cancellation (at - pm) As per the Terms and Conditions upon booking, this product is 100% non-refundable if canceled within to days of the serviceThis also applies if you fail to participate on this dateTherefore on this occasion, no refund is due At the time of booking, we recommend, within our Terms and Conditions, that travel insurance is purchased, which would cover for circumstances that occur beyond your control We trust that this email, along with a copy of our terms and conditions, which can be found on our website, will be sufficient documentation to support your travel insurance claim We look forward to being of service again in the future All the Best, [redacted] M Viator Customer Support Final Consumer Response / [redacted] (4200, 11, 2015/06/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Again, First and Foremost, I contacted this first tour whilst in the side of the mountain/tunnel as soon as I knew that we weren't going to arrive by 11am pick up with the tour operatorIt wasn't at 18:30/6:30PM as they said or suggestedI have cell phone records to validate thisAlso I had a second claim that wasn't even documented on this claim by VIATORAgain, these were beyond my controlI also DID purchase the trip insurance and they also stated that I couldn't be refundedNO ONE WANTS TO TAKE RESPONSIBILITY/OWNERSHIP FOR THISI again are only asking for what I haven't received, nothing moreYou would think VIATOR would correct thisI WOULD NEVER RECOMMEND VIATOR TO ANYONE! They can SELL you something but will NOT refund YOU if there is an issue that is beyond your control such as aresSTAY CLEAR OF VIATOR!!

Initial Business Response / [redacted] (1000, 5, 2015/06/02) */ Hello, Thank you for your messageOur Groups Department requires additional time to set up large groups as contracts may be requiredFor contractual reasons, all group communications are required to be in writing Group requests are replied to within - business days after the request is received, anything too close to that time line may not be able to be booked through groupsOur Groups Sales department does their best to accommodate close to date and last minute requests whenever possible Generally speaking we're not always able to recommend making individual bookings on-line because the supplier can require different Terms and Conditions and/or rates; the party might not be able to travel together; and depending on the capacity for the tour the entire party may not be confirmed for their reservations We do hope this information helpsPlease let us know if you have any further questions or concerns All the Best, [redacted] M Viator Customer Support Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) The Groups did have that additional timeWe submitted the request days out and we received no response on the matterThen when we tried to call we could not be put through to the departmentAfter speaking with a Supervisor, they advised that our request was null and void because no one in the groups department had worked on it and it was too late by this pointI find this very unacceptable and this message does not meet my satisfactoryYou have quoted me policy that was not followed by that department, only proving my statement and confirming that no action has takenI did not ask for a policy quote, I asked for the policy to be followed and that the groups team accept phone calls for when requests fall through the cracks as it did in our case Final Business Response / [redacted] (4000, 9, 2015/06/05) */ Hello, Thank you for writing backWe apologize for the confusionThough groups is often able to reply within - business days, they will most often need up to days from quote to confirmation We are showing that the first request for this Groups Booking came in on 5/19, and the follow up came in on 5/for a requested group tour on 5/ We are also showing that this request came in through a [redacted] , who has sent in over a dozen requests to our Groups Department - and this is the first request we have not successfully been able to fill in one manner or another For the reasons listed above, while again we do apologize that we were unable to meet your request for a tour on this occasion, we will not be changing our policies when it comes to Group requests Thank you again for your message, and we wish you Happy Travels All the Best, [redacted] M Viator Customer Support

I booked a tour for two, was issued my vouchers onlineThey charged my cardThen in the early morning hours, I got an email saying the tour was full, and we weren't able to goWe are leaving on vacation in daysI called to get my money back, which they do not automatically doI was told it takes 3-days to get the money backI know this is standard on returns etc, but this is differentThey take your money, not even knowing if the tour is availableThey should take a deposit, or not charge at all until the reservation is confirmedIt is now doubtful that I will have that $for my trip, which is huge to me!!! They just kept saying the same things over and over, not willing to help at allI'll never use this service again, and warn others against it alsoUnless you want your money tied for a week, I wouldn't risk this service

Initial Business Response / [redacted] (1000, 5, 2015/08/04) */ Hello [redacted] , Thank you for your message, and for your feedbackOur 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 / [redacted] (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 refundIn the future, I would hope the company would honor what the customer orders and be able to provide that service

Initial Business Response / [redacted] (1000, 5, 2015/11/12) */ Hello, Thank you for your messageFortunately, we were able to find this customer's reservation via their nameFor 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 departureStated that supplier did not have reservation for herRequesting refundI called the supplier ( [redacted] ) who stated if the cust has her voucher she can get her refundI 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 materializedAirport express stated they could do nothing for her from the airport to her hotelI called the supplier ( [redacted] ) back and explained the situationShe transf me to the payroll dept because they are the ones that handle thisSupplier 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 custAs far as the ride to the hotel, she trans me to a Mr [redacted] who did not answerAdv cust to mail ticket to addr specified on back of ticketCust is upset and will call her credit card company to dispute [redacted] This note was left on November 9, We will need the customer to follow the instructions given by our Tour Operator in order to be refundedAt 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 helpsIf you have any further questions please feel free to contact us All the Best, [redacted] Viator Customer Support

Initial Business Response / [redacted] (1000, 8, 2015/04/09) */ Hello, Thank you for your messageIn 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 / [redacted] (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 / [redacted] (4000, 12, 2015/04/16) */ Hello, Thank you for writing backWith 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 unsuccessfulThe 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 advertisedThere were a total of Adults and children (all Viator clients) on this tourWe received no other complaintsWe did have a tour guide on the bus with the groupThe 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 usualThe 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 longerWe 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 seats and the evening prior we had another client that ripped one of the seatsSo there was one seat in the back that had an issue however there were other seats in excellent condition This client never contacted Holiday ServicesThey contacted the visit jamaica facebook pageNot once did they call the office or the emergency number listed on the voucherFor the second excursion, there was no one else booked for that tour, so we upgraded them to a private tourThey never once contacted our office and were flagged as a no showTransportation was sent to their hotel For these reasons there is no refund for either of the 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 messagePlease let us know if you have any further questions or concerns All the Best, [redacted] M Viator Customer Support Final Consumer Response / [redacted] (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 dismissedThe tour was not to the standards as sold and we refused to go on the tour the next daySeveral unbusiness like practices took place causing uncomfort to return to the tour providerThe original complaint stands

Initial Business Response / [redacted] (1000, 5, 2015/05/14) */ Hello, Thank you for your patienceI 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 / [redacted] (2000, 7, 2015/05/18) */ (The consumer indicated he/she ACCEPTED the response from the business.)

I like this business too much because this the best in my own opinion Thanks

Initial Business Response / [redacted] (1000, 6, 2015/11/04) */ Hello, Thank you for your messageWe do apologize for any inconvenience caused by the length of the investigation, as we were communicating back and forth with our Tour Operator concerning this reservation We are showing that a full refund was issued by Viator for this reservation At the customer's e-mail request, we are also including the Tour Operator's response below: [redacted] Dear Reservation Thank you for your patience and my sincere apology for the delay, as we require some time to conduct a thorough investigation on this incident Below are our findings; [redacted] Our driver had hotels for pick-up, Royal Plaza on Scotts and Orchard Parade hotelHer first hotel pick up was at Royal Plaza on Scotts [redacted] She arrived to the hotel at 1320hrsShe could not locate the family but since she was early, she approached the Concierge, who assisted her to check for the room numberWhen our driver checked with the concierge staff she was told that Mr [redacted] is not listed at the hotel [redacted] Mr [redacted] might be a Non-house guest hence our driver went around the lobby once again and would not able to locate themOur driver claimed there was no family of otherwise she would have approach themShe went to approach the Concierge staff again and was attended by Mr Hashim, Guest Services ExecutiveHe run through the system again and confirmed that Mr [redacted] is not listedShe got the hotel to stamp on her voucher and notified of the no-show to our office and left the hotel at 1340hrs At 1400hrs, our office staff received call to enquire Mr [redacted] 's pick upMr [redacted] 's family was actually waiting outside the hotel for their pick-upOur staff spoke to the Concierge who was aware that our driver was at the hotel earlier and could not themNot to miss their tour Mr [redacted] was instructed to make their own way to the zoo then meet up with our guide at the River Safari counterOur staff explained the meeting point to pax and notified our guide accordingly Until 1520hrs our guide was unable to locate Mr [redacted] family and called back to us and notified that the family did not turn upYou may refer to the voucher below which was stamped by the hotel concierge who acknowledged our driver was there for pick upRegret to advise that we will not be able to process a refund for this booking as the service was provided accordingly Regards [redacted] We do hope this information helpsPlease let us know if you have any further questions or concerns All the Best, [redacted] Viator Customer Support Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/11/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) In regards to the Tour Operators response: The tour operator knew we were not staying at the pickup hotel, as per the booking through Viator.comThe tour operator required us to be at the nominated pickup point, exactly as we had for a previous tour booked through them The booking was for a family of four, not three as the tour operator claims The tour operator's staff NEVER spoke to usThe only communication was from the pickup hotel who advised we were to proceed to the zoo and seek out a tour guide at Ticketing