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• Request for Partial Refund Due to Unsatisfactory Tour Experience

  Shufaa A,

  15 thg 4, 2025

  - Viator

  2.00

  Dear Viator Customer Service, I am formally requesting a partial refund for my recent tour booked through your platform, which was far from satisfactory due to several issues that rendered the experience disappointing. On the day of the tour, I was picked up at 10:20 AM. However, I encountered several problems that negatively impacted my experience: 1. **Lack of Water and Food**: Despite the tour description indicating that lunch was included, no packed lunch or refreshments were provided. When I inquired about lunch after 2 PM while we were en route to the waterfalls, we were asked whether we want to eat lunch at this time or after the waterfall as there wasn’t any packed lunch. Of course we my daughter wanted after as she didn’t want to miss out on the swimming. I had a child with me and we only had snacks andI was counting on the packed food or organised food break to hold her down. 2. **Inadequate Guidance**: The driver, who primarily operates within Kuala Lumpur, had never visited the sites included in the tour. He provided no guidance or information about the locations we were visiting, leaving me to navigate the Kanching Waterfalls alone after being dropped off. The driver mentioned he had never seen a food-provided tour. When I started asking him questions he felt underprepared and told me he doesn’t know and that he was just written to on a WhatsApp group chat and asked who is near this hotel and a he responded but the tour company told me the driver is stuff in traffic and was requested a while ago. 3. **Poor Communication and Timeline**: There was no clear timeline or communication regarding the order of the activities and when we would return to the car. This lack of organization caused significant delays, spoiling my schedule and making me late for a meetup with a local friend. After going to Batu Caves I was told that the tour will end within exactly six hours, which resulted in us missing the visitors' center that was part of the itinerary and lunch was offered to us after the falls but was too late, we had 10min to get take away and before we head out to arrive at 4pm at the drop off point. So the driver gave is 39MYR each to make a total of 60MYR. 4. **Driver's Attitude**: The driver seemed to view the tour as a favor rather than a service I paid for, which made me feel uncomfortable. His unfamiliarity with the tour sites and lack of knowledge about what was included made the experience feel very disjointed even though he tried his best with what he was provided with last minute. 5. **Late Pickup and Changes**: The initial driver changed the pickup point as it was not on the ground floor, and after 20 minutes of waiting, I was informed that I contacted and taken by another driver. After 15min of no contact, I contacted the tour agency and they told me he will contact me but no contact was provided. Finally, another staff member asked me where exactly I was and I sent the details and a few minutes later I was told a driver was found. In summary, my experience was akin to hiring a driver rather than participating in a guided tour, which was not what I expected when booking through Viator. If I wanted a local driver, I could have asked my Malaysian friend to drive us around or if she were busy for her to organise the driver for half of aud$238. I have previously enjoyed many tours organized by reputable companies, and this experience fell significantly short of those standards. Given these issues, I believe a partial refund is warranted. I look forward to your prompt response regarding this matter.

• Awesomeness

  Kim S,

  21 thg 2, 2024

  - Viator

  5.00

  My driver was awesome. The caves were wonderful and much more than I expected as there were celebrations for the India culture. The hot water springs are very hot so be prepared. Also there is plenty of walking. The waterfalls has a path to walk to get to different levels of the falls.