Complaint Review: VIATOR

a complaint about our tour for Chichen Itza in
Cancun. While you may not take this seriously, I am VERY disappointed in your company and the service I received. 

When we got to Cancun, I called the local office to let them now the the hotel where we were scheduled to be picked up from had moved us to GR SOLARIS. I called again the day before the tour, and they still had the wrong hotel pick up

  My son and grandson have never been to Cancun, so instead of booking a bus tour, I booked a tour with a mini van, thinking that would be more of a one on one experience. When we were picked up at the hotel, we were told that this tour would be in a bus of 80 people instead of the 8 people like I had reserved. When we arrived at the boarding in downtown Cancun, another person explained that it would be in a mini van and a guide would escort us to the van.We followed the guide and we were loaded onto a BUS, so I feel that we were not only deceived by your company, but LIED to over and over again.

we had some family members meeting us at Chichen Itza, and had told them we would probably be there between 10-11 AM.They texted at 10 saying they would wait outside the gates for us.The tour I booked had no stops before Chichen Itza, the tour we were loaded onto had 2 stops, therefore we did not get to Chichen Itza until after 1:20 Pm. The family members who took that day off of work could not wait any longer, and had to leave at 1. we stayed at the ruins for a total of not even 2 hours, we were originally scheduled not to be back at the hotel till 7-8 pm with the only stop being at the centoe, so we figured 4-5 hours at least at the ruins

I will never use your service again, and will never recommend your service to anyone doing any traveling.Before I booked with you I read your reviews, and felt confident that I was making a good choice and was very impressed .This experience only proves that you cannot believe everything you read.

We lived up to our part of the bargain and paid the price that you requested.  However your company did nothing but give us empty promises and what should have been a wonderful part of our vacation was ruined  Please see the attached is a copy of your invoice and the explantions: