Viator

EXTREMELY DISSATISFIED with Pisa tour! Yesterday my senior citizen party of 5 took a Viator tour to Pisa from LaSpezia.

We were EXTREMELY DISSATISFIED.

The tour director quickly walked us from the bus for 15 minutes to the center of Pisa.

She left us and said to return to the bus by 1:30pm. I told her that our Viator time on the ticket to walk up the tower of Pisa was for 12:45pm and we wouldn't make it back in time. She said that the bus would wait.

We were lost returning to the bus, we called to tell her where we were and she said that the bus could not wait. She said another Viator bus would be leaving Pisa at 6:30pm.

I said, that's too late, our ship would leave without us. Our only option to get to the ship on time was to take a taxi.

Five of us senior citizens had to pay $350.for the taxi to the Constellation Celebrity ship at the LaSpezia port. I HAVE A RECEPT FOR THIS FARE.

Two of us cancelled the next planned tour in Italy.

The other three of us will cancel also if we don't get reimbursed for this TERRIBLY UPSETTING TOUR!!! OUR BLOOD PRESSURE WAS THROUGH THE ROOF.

We plan to write reviews so others don't have the same awful experience.

We operated a tour booked through Viator and fulfilled everything as agreed. However, Viator cancelled the tour after it was completed and refunded the clients leaving us, the actual operators, with a loss of around ZAR 15,000.

Despite multiple emails and attempts to get a response or explanation, we received no reply.

Their attitude feels dismissive and unprofessional.

Its clear that Viator doesnt care about their suppliers or local partners who make these experiences possible.

If youre a tour operator, be extremely cautious Viator may side with customers even when the service has been delivered, leaving you to absorb the cost. Were deeply disappointed by their lack of accountability and communication.

We arrived on time but our luggage was lost and we had to report it to Lost & Found. The pick-up driver claimed that he called us four times but we have no record of that.

He also claimed that he waited 73 minutes for us.

We had another arrangment with one of your drivers to pick us up at our hotel. The driver was 17 minutes late and appologized for the Rome traffic.

It is inappropriate that we were charged the entire fee for the aforementioned pick-up ( and we had to hire a taxi to get to our hotel) and yet no adjustment is made for the late arrival of your driver in the latter case.

And please note the amount of fees tht we paid Viator during our trip for pick-up and tours.

We are not happy.

The female tour guide that took us through the Vatican Museums and Sistine Chapel was very informative. The problem is not with her, but rather with the tour company and Viator.

I will likely never use this company again, and I will make sure that I tell everyone that I work with in the travel agency to never use them again. I talk with thousands of customers every year, and I will make sure none of them book with this company because of their dishonesty and their failure to provide an accurate description of the tour and a fair refund when they could not fulfill the full description of the tour. I have screenshots of everything, yet they lied, manipulated, twisted things, and denied things even though I had screenshots of the description of the tour that I booked. They decided to do a bait and switch at the last minute and tell me that priority entry to Saint Peter's Basilica was not included, even though the description of the tours clearly stated that we would get priority access after the Vatican and Sistine Chapel.

I went back and forth with two incompetent and dishonest agents, one at the tours company and one at Viator. Even though I provided them with the screenshots showing that I was supposed to get priority access to Saint Peter's Basilica, they continued to say the description does not say that. I continued to send them the same description, highlighting what was promised, yet shockingly and incredibly, they continued to act like they were blind. We came 6,000 miles to go into Saint Peter's Basilica, and we did not get to go to the Basilica.

When we went outside, there was a line thousands of people long in hot weather. With my disability, we would never be able to wait two hours in line. This is why the priority access was very important to me and the only option to enter. So we did not get to see St.

Peter's. Refund about $13 a person even though we spent hundreds of dollars on the tour.

The only thing that was supposed to be excluded was the Papal visit at 7:30 AM since the Pope was on vacation. Going with the company that is so dishonest and does not give you a proper refund is a big mistake, and do not go with the company that lies and causes severe stress, especially for disabled people.