We booked 4 trips with Viator when we went to Italy in August, 3 of the 4 were day trips which we gave all 5 stars review, and the fourth one was this three days trip to Naples, Pompeii, Sorrento, and Capri.
Naples, Pompeii, and especially Capri tours were great. The local tour guides were professional and the transportation arrangements were on schedule. We had wonderful time.
But once when we arrived in Sorrento, we were on our own. No introduction of the city, nor recommendation of where we should do or go in Sorrento. The lady came with the bus met us at Pompeii did recommend to contact her if we wanted to go to Amalfi Coast with additional charges. We were glad we didnt listen to her. We spent the third day walking around in Sorrento city center and found the fine sandals shops, gelato places, lemoncello, and cute souvenirs shops.
Also one thing about the hotel in Sorrento. The bus dropped us off in front of Grand Hotel Vesuvio, and we were left there to check in to the hotel by ourselves. I dont know if that was normal or not since we usually planned our own travel and it was the first time we went with tour company.
First room we were given was on the third floor. The room floor was covered with yellow dust like sand and the room was filled with unpleasant odor. There was no view other than a dirt giant wall blocked right in front of the back balcony. The worse part was there were lot of ants crawling on the floor. I was very disappointed since I was told this was a 4 stars hotel according to Viator. After I talked to the hotel front desk, the hotel switched us to a second room which was on the 5th floor. The room had odor too but at least the floor is cleaner and no ants.
While I was ready to clean up the room a little by myself, the phone rang, the hotel manager called and offered us to a better room. The third room was a very nice clean one with great ocean view. Finally! We were pleased.
P.S. the electricity on the entire floor in the hotel went out one night for about 10 minutes. We were glad we had flashlight on our phone.