Bucintoro Viaggi
reviews and complaints

I booked a transfer for 2 from Venice Marco Polo airport to Hotel Ala, San Marco 2494. We were expecting to be taken to the drop off point at s.Maria del Giglio. The boat in which we travelled was obviously overloaded with 14 passengers plus their luggage. Which caused us some concern ! Iwe were told at the airport that the boat would drop us off at Trinita which is not shown on the map. On arrival at this stop the disembarkation would have been too dangerous to contemplate. The dock was too high above the boat, no handrails and very precarious. My friend and I are two ladies age 70 and could not contemplate the manoeuvre so the man in charge of the boat took us to the stop at St Marks square.This was a long way from the hotel, We had chosen this hotel as the boat stop was 50metres from the hotel. We were now left with long walk to the hotel and had to manage our cases over 3 bridges and cobbles. Luckily a porter could see our dilemma and at a cost of 45 Euros transported our cases to the hotel. This is totally unacceptable as we were expecting a safe transfer from airport to hotel. We have also booked a transfer from Hotel Ala to the Venice cruiseport on 13th October. This we will not be undertaking due mainly to safety issues and the precarious management of passengers. I have used Viator on many occasions over the years but will now be very wary in future as I need assurance that my safety and management of my transfer would be of paramount concern. We paid 62 euro for the transfer and 45euro for the transport of cases.
Thank you
Christine Evans

My printed voucher was exchanged at the Alilaguna ticket booth at 11.30. We showed the tickets to the representative at the pier entrance at 11.45, who said wait until the red boat leaves before proceeding. At 11.55 he said carry on down the pier.
As we were about to board he asked for the tickets again. Accidentally I brought out two waterbus tickets and he said I have seen your tickets but these are not the right ones. It took several minutes before I realised the tickets were in the same pocket. As I showed them we turned to see the boat had gone. My wife and I both looked at our watches and saw the time was exactly 12.00. We could not believe the boat had not waited!
The representative said the boat had GPS and had not gone early and we could either go at 2 p.m. or tomorrow. We could not do either as we were on a day trip to Venice by rail. He walked off saying that we did not have the correct tickets even though he had admitted he had seen them.
Both men at the ticket booth argued the same way.
It was totally unreasonable and unprofessional for the company not to wait a few moments for the mix-up to be sorted. I found them rude and abrupt with no customer care skills and we were very angry that our trip opportunity was lost. I feel that we should not simply lose our money but be refunded.
I look forward to hearing from you