I have been Viator tours before and never had I experienced this unprofessional. First the small tour as it's advertised, had almost 40 people which caused them to split the group into two. We met our tour guide at the train station, her name was Sofenia. Sofenia brought her dog on the tour, which by the way I love dogs. The problem with the dog is that every time the dog saw another dog it would bark uncontrollably, that combined with Sofenia's low voice made it impossible to her anything she said. I probably heard 5-10% of what she said while explaining the different sights. The tour guides waited until then last minute to get us on the train which caused us to be split into multiple compartments. On the train ride the we only saw the tour guide from another tour operation. When we arrived the town and castle are were packed with other visitors, which was expected, the problem was the only way to find Sofenia was to listen for a barking dog, as she had no sign or other means of showing us where she was at. When we made it up to the castle, which by the way was beautiful, Sofenia started handing out the tickets to the castle. As we tried to get our tickets for our party of 6, Sofenia said she did not have tickets for my two children. Sofenia said the main office at the train station did not give her any children's tickets. Mind you we checked into the main office and paid for everyone in our group for the castle prior to leaving. The other tour guide and Sofenia then got into an argument about if my children should get tickets, with Sofenia not wanting to give me the tickets for my children. As we entered the castle Sofenia said she would meet us at the end of the tour at the exit, because she would not be accompanying us during the tour of the castle. At the end of the castle tour we exited the castle and did not see our tour guide Sofenia. We along with other tour members had to look several minutes until we found Sofenia. In short very unprofessional.
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