Viator

In the UK, I booked 2 excursions with Viator, for Marrakech, Morocco. The first one on Monday, August 7th, for The Majorelle gardens, and Berber museum. The second one for Tuesday, August 8th, for Bahia Palace and tour of the Jewish quarter with private guide. On the internet in the UK, I gave my mobile telephone number, and the address of our riad, and requested that we were collected from our riad. I also printed off our tickets from the internet, and put them in my bag, believing they would be valid when we arrived. On Monday morning, no one arrived at our Riad to take us to Majorelle. We had to order our own taxi, then when we got there, our tickets were not valid, They had to be on our phones. A nightmare ensued, time was running out for us, we only had till 1pm before our taxi returned, an we had already lost an hour, it was 10am by then. We spent another hour getting in touch with the local representative for Viator, he said he would send the tickets, but by 10.30, no tickets. By 11am, no tickets. In desperation, one of the Maroccan workers, said we could ask one of the tourists to buy our tickets. A lovely French couple did just that, we paid £40 sterling to the French people, and got into the gardens about 11.15amI was so stressed and upset, and we did not have enough time to enjoy everything fully, and we had to pay twice!! The extra cost of what we paid equated to: ( £40 tickets, £40 taxi) A refund from Viator is due, plus extra for the stress and inconvenience. That afternoon, I texted the Viator operative in Marrakesh, and asked him to send me the tickets for the Tuesday excursion, plus the phone number of the guide. Nothing came through, so I booked our taxi driver for the following day, for 9.15am so our day would not be ruined. We were eating breakfast at 8.20am, and the Viator guide, Youssef arrived at our Riad, we had a fantastic day with him, I cannot rate him highly enough, showed us so many things, with great explanation. But we reimbursed Abdul, our other taxi driver, 1000 DIR, ( about £105 British sterling) because he lost a days work with us having to cancel him at 9am that morning. I think Viator should refund us that cost as well. In summary, what you promised on the website did not happen properly in Marrakech, no correct communication, and you should have stated clearly on the website that paper printouts of the tickets were not valid in Marrakech This was a special anniversary trip for my husband and I, it was very nearly ruined by Viator! It was a miracle that Youssef turned up! Compensation please Jane Pearson Mobile: 07940 84****

Dear Team Hope you are enjoying the summer months. Unfortunately, that's more than what can be said for us as our son booked the above day tour for us with Viator from Glasgow. Accordingly, I am constrained to write this email to you with a deep sense of regret,dismay and disappointment to say the least. Our son lives in London and booked this tour with Viator in which we were supposed to visit Loch Ness, Glencoe, and the Highlands Day Trip from Glasgow at 08:00 am on Sat, Aug 05, 2023 1 Adult, 1 Senior GBP £136.02 Confirmation number: 143328**** Booking reference number: 104678**** Amount paid: GBP £136.02/- We were to reach 19,Killermont Street, Glasgow G2 3NX,UK at 07.45 am to start the tour at 8 am. We travelled all the way from Mumbai, India to London and then to Scotland for this trip. We woke up early in the morning to make it to the coach stand on time.We were looking forward to this trip with much excitement & zeal.But,were left in the lurch by literal last minute cancellation.We were given a notice of mere 10 minutes before being told that the tour is cancelled and that the money for the tour will simply be refunded. May I ask if this is what Viator considers fair? As a travel company, surely there are visitors that travel from afar for the purpose of these tours. Should there be no compensation for last minute cancellations? It is on Viator's promise to complete the trip that we make travel arrangements and incur costs. Viator cannot break that promise on the last minute and simply pretend as though the parties never transacted by refunding the price for the ticket.We felt thoroughly let down by Viator,as we had planned this Scotland trip to visit the Loch Ness,Glen Coe & the Highlands. but failed in our endeavour to do so,for no fault of ours But it did not stop there. Shortly after, we were told that there is another trip to some other location,and if we wanted we could be adjusted there for the same price. When the alternative tour bus arrived, we were told that there had been "a counting error" and that we could not be accommodated on this tour as well and were then asked to deboard. Oddly enough, we seemed to be the only Indians who were asked to deboard while everyone else who was affected were allowed to sit as planned. We seriously suspect what kind of show Viator runs and we are sure there has to be equality legislation in Scotland that deals with it. Fortunately for Viator, our son who had made the bookings for us wasn't present at the scene himself, otherwise he would have made sure to collect proof and exposed this blatantly racist behaviour for all to see. We find it appalling that this is how Viator runs its business and how Viator seems to have considered simply refunding the purchase price as a fair compensation to us for the pain and suffering that Viator and it's employees are exclusively responsible for having caused. I have sent an email with attached proof of our booking and our train tickets to Scotland as proof of purchase. I request you to kindly look into this matter and proceed to award compensation to us for no less than GBP 1000 per person , taking the total to GBP 2000, failing which we will have no choice but to seek judicial redressal. Kind regards, Jyoti Sethi