Purchased/confirmed max 10 people tour package was changed to 50 people bus tour hours before the scheduled tour.
, 8 2019
I am very unhappy customer! I purchased maximum 10 people tour (Itinerary # 1106055838, Booking reference BR-704094294) for my family of 7. My family live in USA and took a trip to Japan. This Kyoto tour was one of tour packages I purchased for Japan's visit. I received the confirmation from Viator on May 19, 2019 and advised to contact the tour operator, Tooride directly. When I contacted Tooride I was told that my family of 7 are the only people of max 10 and we will be picked up at our hotel instead of the meeting place. I provided our hotel information and I was told my family will be picked up at 9:00 AM and drop off after tour. I called Tooride and confirmed the hotel pick up and drop off arrangement 3 days before I left USA. I received a text message on Thursday, Aug 8 at 11:04 AM, regarding meeting point change. My family was traveling from Tokyo to Osaka at that time. I was unable to check the text message until late at night. The tour was scheduled on Friday, Aug 9. I called Bianca( the local operator) after midnight and complained. She said they don't pick up us at our hotel and our tour package is not max 10 small group. She said it will be large bus tour. Bianca told me that I can cancel the tour for a full refund if I want. My family made this trip from USA expecting to do all the tours that I made arrangements. My family went to Osaka/Kyoto to do the tour what I arranged with Viator. How can we cancel the tour without any time to make other arrangement? Also we were charged additional $70 for lunch. Original tour (Itinerary # 1106055838, Booking reference BR-704094294) stated that lunch is included. I do have all copies of the original confirmation emails. I had sleepless night before the tour worrying. I called Viator and explained the change. Eian (?) at Viator couldn't help me.
Viator can not make reservations for customers and change the reservation at last minutes, especially customers travel halfway around the world expecting to do the tours reserved with Viator.
I demand a refund of total $1,128.25 including $70 for lunch which should've been included with the original reservation. I will contact BBB and other media if I am not satisfied. I purchased multiple packages of tour/ride service from Viator for my family trip. I will review each of them since I am back home two days ago.
I expect to hear from Viator promptly.
Excellent and very complete tour, visiting so many UNESCO and Historical sites.... MUST Go To
, 7 2019
I highly recommend this action-packed and very complete and comprehensive tour. Despite the rain and overcast skies, the tour guide showed us all the amazing sites; the tour guide was very knowledgeable, kept tight control of the group (on time and on schedule), and was very entertaining and funny. Gotta go... I took my 11-year old daughter and she had a blast as well!
Pague $339 Euros por dos personas para un tour guiado en van para 10 pasajeros y Viator no cumplió! Me mandaron en un tour en autobús con auriculares de esplicacion, por el cual las otras personas pagaron menos de $100 Euros por persona!! Es un completo fraude, no tomen este tour!! Para colmo Viator no tiene un correo o con alguien con quien comunicarse para hacer el reclamo. Nunca compren con ellos!!!
Thank you so much for your taking time and leave us a review!
We did put in the tour description that it is a shared tour, with Van and audio speaking. All the details were very clear!
We’re sorry for the confusion this has caused.