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• Complaint Regarding Recent Tour

  Manish K,

  26 thg 12, 2023

  - Viator

  1.00

  Subject: Urgent Complaint Regarding Recent Tour Experience in Singapore Dear Viator and Vendor: I hope this email finds you well. I am writing to express my extreme dissatisfaction with the tour experience we recently booked through Viator, facilitated by your chosen vendor, during our visit to Singapore. Firstly, the communication leading up to the tour was abysmal. We received zero information about the driver's arrival time until a mere 45 minutes before reaching the pick-up location. Despite attempting to contact Viator Support for assistance, our calls went unanswered, exacerbating the frustration we experienced. To compound matters, the assigned driver, upon arrival, revealed that he is a resident of Malaysia and lacks any knowledge of Singapore's local tourist spots, attractions, landmarks, or even basic directions. This lack of expertise seriously compromised our tour experience and left us disheartened, considering we were first-time visitors to Singapore. Such a disorganized and unprofessional experience raises serious concerns about the quality of services provided by your chosen vendor. As customers who rely on Viator for reputable tour arrangements, this experience has left a lasting negative impression. I urge you to thoroughly investigate this matter, reassess your selection of vendors, and take corrective actions to prevent future customers from encountering similar issues. I trust that you understand the importance of ensuring a positive and seamless experience for tourists relying on Viator for their travel arrangements. Regrettably, based on our experience, I am hesitant to recommend Viator or this specific vendor to anyone planning a trip to Singapore. I hope you address these concerns promptly to uphold the reputation of Viator as a trusted travel platform. Thank you for your immediate attention to this matter. Sincerely, MK

• good service but communication needs to be flexible

  david b,

  20 thg 10, 2023

  - Viator

  3.00

  We had a little trouble finding the driver at a busy marina bay terminal. A suggestion would be for the driver to have a sign with our name on it rather than sending us a licence plate number. As it turns out it was the wrong licence plate number so it wasnt helpful. I would also recommend an option for people who are travelling from overseas and without a phone for contact. It made it very difficult. But once we found the driver after a stressful 45 minutes the tour was great, thank you. Again a simple sign with our name on it would have made all the difference.