I booked a tour and I received an email that I should wait for an e mail with the confirmation. That e mail never came and the next thing I knew was the tour guide asking me why I didn´t show, I explained to her the lack of confirmation and she informed me that Viator has charged me already and the tour was confirmed.
That is not true. I checked my e mail every day I did not received the confirmation. I sent a complaint to the company and though they claim to send an answer in 24 hours I have not receive a word from them. The tour and the complaint was on May 11th and today is May 26th.
I also have been charge for a tour that I was not able to find the tour guide or she/he did not show.
I will never know. The instructions were to meet the guide at St Peter´s Square in Rome. That´s it! That square is HUGE and I asked at everyone of the tour guides there (dozens) and none of them was the tour guide I paid for.
I sent my complaint and, of course, no answer. Both tours are already paid so why should they care.
Product or Service Mentioned: Viator Tour Booking.
Reason of review: Poor customer service.
Monetary Loss: $180.
Preferred solution: Full refund.