Worst experience with a tour from a travel company I have ever had. I booked a, Amalfi Coast Limoncello Tasting tour that left from Rome and was a day tour for my father and I in July.
The day of this tour, I and my father showed up on time with tour confirmation in hand and were told that we were not on either of the tour guide's list to attend the tour. The tour guide, Hugo, called his office to see why were were not on the list, and he was told to leave us there because they could not purchase us tickets and we were not on the tour. He gave me the number to the office and the name, Ann, to contact. He said she should be contacting me.
Ann from Walks of Italy called me and told me that someone at Viator cancelled my tour, I did not cancel, and they could reschedule me for another day. The tour was from Rome, and I was leaving for Amsterdam the next morning. She said that my tour would be refunded, and after a heated discussion, she hung up on me. She called me back shortly after to apologize and offer us a comped tour that day in Rome - so we took a tasting tour in Rome at Campo de Fiori.
She sent me an email confirmation showing it was comped, and so we went on with our day. This was a very distressing and unprofessional event for my father and I. To have our tour cancelled on us and telling us there is nothing that they can do is so disappointing. On top of all of that, Viator has not refunded the tour!
They said that we went on the tour and won't refund. I have an email confirmation of our comped tour, photos and phone records showing that we never left Rome that day, and even GPS and time stamped metadata from the photos to prove that we did not go on the tour. I am still waiting for a reply - and it has been three weeks since the tour! I am highly disappointed with this tour and the follow-up by Walks of Italy and Viator.
I would recommend booking your tour with another company who is reputable - neither Viator or Walks of Italy. I would also recommend that you follow up with a phone call to confirm - Let this go to show you that you never know what may happen between the time you book and the time you show up for the tour.
Reason of review: Poor customer service.
Monetary Loss: $422.
Preferred solution: Full refund.
I didn't like: Customer service, Refund, Communication issues.