Hi Polina,
I know we had already discussed this matter privately, but since you posted this negative review also, I feel I have to respond here again.
The fact of the matter is that the bus DID show up and was on time and waited extra until 7.13 AM, but you did not manage to get on the bus for some reason. Maybe you were late or maybe you were at the wrong spot, but we did exactly what was advertised and almost ALL the other passengers got on board that day, you were the only one that did not (others because they felt unwell or cancelled last minute).
Here is what we discussed via chat:
It is not up to the company or viator to contact a client. It is the same as an airline they do not contact you if you do not arrive at the airport. All forms of transport are the clients responsibility to make the departure point. I find it hard to understand how you could miss 5 buses with wild rover tours on them unless you were at the wrong location. We operated the service and as i said 291 passengers all booked and most if not all made it and had no problems seeing or finding the bus at the location of the departure point.
You replied: Sorry but this is a bad excuse. Last year i booked a tour through Viator in Sardinia. One day before the tour the tour guide contacted me through whatsapp. On the day of the tour the tour guide contacted me and Said that the Bus is on delay and will arrive approximitley 20 minutes later. Everything was very good organised. This time everything was quite different.
I don‘t have a passenger list. So i Can’t prove if really 291 passengers made it to the tour.
Everything wouldn‘t be a problem if there would be a possibility to contact anybody in order to make what is going on.
Office staff: We do not need an excuse we operated with 5 buses and if you had been there or arrived on time then you will have seen the other passengers there boarding also. Take responsibility for your own actions and stop blaming others. As I said already we had no reason to ring you or contact you as we operated on time and as scheduled. The company you travelled on last year contacted yiu as they knew in advance they were running late. We were not running late. You did not make the tour and we operated simple difference. You can meet all the buses later at the arrival stops between 7:20 pm and 8pm and can ask the guide and passengers as they are all getting off the buses if you like.
You:Dear David, thanks for your answer. This was the last time that i booked a tour through viator. I will everybody what happened today. Wish you the best.
Office staff (and how right he was when he replied the following):
Yes but you wont tell everyone the facts. You will tell them what you want to hear and not what actually happened. Go to the drop off point at the end of the tours today for your proof. Again take responsibility for your own actions and not blaming others.
You: Thank you one more time for your answer. Well in a Situation like this there are always to sides of responsibility: mine and yours. The fact that you don‘t want to take any responsibility for your action is a prove that it is better not to go with viator on tours. I understood my mistake and tried to reach somebody from this company. Best regards. Wishing you all the best.
So in the end you do understand your mistake? Does this mean that you were actually late or at the wrong location?
To summarise here. We had over 290 people on board that day and we even departured AFTER the advertised time. We had 5 buses departing from this location that day, so it is still unclear to us how you could have missed it, but ultimately it is your own responsability to make it on time. Also keep in mind that it is impossible for us to ring clients when they are not there, since we have several buses departing at the same time we cannot know who is on which bus. Again, this is why YOU have to make sure you get to the advertised meeting point at the correct time. I am sorry you missed the tour but this really was not our fault but yours...