- Report: #1083105
Complaint Review: Viator Tours - Select State/Province
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Viator Tours
Select State/Province, USA
Phone:
888-651-9785
Web:
http://www.viator.com/
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Viator Tours Civitavecchia Private Transfer: Cruise port to Central Rome Beware Unprofessional Unacceptable Service Rome Italy
Do not use Viator Tours (Executive Rent) for your transfers from the cruise port to Rome. The passengers furnished the voucher which the drivers verified and the drivers accommodated two SUV's for the transfers to Rome. After they loaded up the van halfway to the hotel, the driver of the second van made the passengers get out of the van and threw their luggage on the side of the highway angrily speaking Italian passengers and pointed to the first van for them to pile in one van.
Most of the passengers were senior citizens diabetics and other health problems. They informed us later that we only paid for one van and that it would have cost more for us to have two vans which they did not state when they picked us up. We all had no problems paying for a van to accommodate our luggage since we had just departed a ship from a 15 day cruise. Even one bag per person would have been too much for one van to accommodate. The fact that they threw the passengers out of the van in route to the hotel on the side of the highway was totally unacceptable and we had to pack into one van with over 16-20 pieces of luggage even on our laps.
One of the Viator customer service persons stated that the passengers should have been transported to the hotel once they were loaded in the van by Viator’s Executive Rent. However, after contacting Viator by email their customer service relations Kelera R offered no apologies to any of us for that traumatic experience. She stated that we were only allowed 1 bag per person and 1 carry on for the transfer. If that were the case they should not have loaded the van and proceeded to take us to the hotel if we has excess luggage; we certainly could not leave it at the port after a 15 day cruise.
