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Diane S Australia
Bus arrived on time and delivered me to my hotel in good time.
service was on time!!! Despite it being a shared transport, we were able to get to the hotel with time to spare. Would use again and recommend to friends and family!!
They arrived on time, was easy to find and got us to our hotel fast. I would opt for them again if i had the chance.
Having a shuttle service set up ahead of time is a good idea
I was disappointed with the bus you put me on because I wrote that I needed to be at Sea Temple for a 3pm wedding and you put me on a 2.30pm bus from the airport. I booked three weeks in advance and you confirmed the booking without telling me what time the bus would pick me up. I couldn't use this service and I lost my money I paid for it. Then had to find someone else last minute
We pre-booked our transfers via Viator. We received our confirmations and duly printed the Vouchers as suggested by Viator. The Cairns to Port Douglas section on 21st October Voucher did not provide a precise departure time, whereas the return journey on 28th October from Port Douglas to Cairns did which was honoured. Imagine our surprise when arriving at Cairns 4:15 pm to discover that we did not have any seats on the 4:30 pm bus and we were rudely told we had to wait until 6:30 pm for our transfer - this was despite the fact that numerous other passengers on our plane had walked up and booked on the spot at the tour desk at the airport!!!! I also assumed that as we had a Viator voucher and I have used these widely all over the world recently without any problem that this was all we needed to board the bus. However, despite having this voucher before attempting to board the bus we were told that we could not use it - we had to go and re-register at the counter. There is no information on your vouchers to advise us that we had to re-register - we assumed that we would use them and they would be honoured just as we had all around the world earlier this year! This was when they informed us that we had no seats and would have to wait 2 hours for the next bus!!!! A prepaid booking should be priority surely? We were left with no option but to hire a car a very expensive exercise as we had commitments for 7 pm in Port Douglas. Not happy about this poor service - they claim it was Viators problem and that you had booked us on the 6:30 pm bus, but nowhere on the voucher does it mention a time - meanwhile I am out of pocket! The return journey via bus on 28th October went like clockwork, they collected us precisely on time and dropped us off at the airport departure lounge. I think Viator need to consult with this provider and confirm the usage arrangements with them - if this is how they treat prepaid customers I would never consider using them again.
Note from Viator: Thank you for your feedback, Lesley. We appreciate you letting us know about this incident and apologize for the inconvenience caused to you during your trip. We have contacted our local tour operator in order to resolve this issue in the future.
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