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Posted: Aug 12, 2017 by    

2 day santorini experience from athens

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Athens, Greece
We have just completed the two day Santorini experience trip for which we request a refund due to non-delivery of the services you promised in your advertising, effectively spoiling our holidays in Santorini.

The reason we went through Viator because we have used services promoted through this network before and have been very satisfied with the services participants in this network provided in terms of holiday destination and experience. Viator prides itself on providing quality tourist activities, efficiency and meeting the customer's needs.

Never having been to Santorini before we looked for a trip that met the timeline and activities we wanted to do. When we read your advertisement for the two day Santorini trip we really liked it and therefore booked our tickets. Upon booking the trip, we received not a lot of detailed information on the arrangements but we trusted the reputation of Viator and assumed that your organization would provide this at the commencement of the trip. Alas, this did not happen and the actual arrangements you provided were in total contradiction with what you promised.

For example, the pick up nearly failed because you provided inaccurate details on the time we were supposed to meet. We also received no details on where we were staying, who was to pick us up and there was no helpful information relating to car, hire, taxi arrangements, bus schedule designed to assist us in achieving those wonderful outings you were advertising on the Viator website. Probably because the advertised activities were not feasible in the time we actually had.

Your advertisement says that we have two days in Santorini; in reality it is only one day if you are lucky enough to go by plane or speed ferry; but since we were going on the 8 hour ferry which only left at 7.30am that morning, there was no way we were able to get there at midday as stated. We didn't get there until 3.30pm in the afternoon. The pick up you were to organise did not come - the tourist office had to ring you TWICE to finally get someone to come and pick us up one hour later. 4.30pm to be exact. We were totally stressed as we did not know which hotel you had booked and totally reliant on your (obviously non-existent) organizational skills.

Effectively we had to sort out the arrangements YOU were responsible for; valuable time was wasted on was supposed to be a seamless arrangement.

After the pick up, the driver took us to the hotel which was half an hour drive away and in some isolated corner of the island. The accommodation you booked for us was so far away from any of the sights and attractions that if we wanted to go anywhere, we had to call a taxi, taking up lots of time and organisation on our part. The sights you promised us were totally unachievable due to the location of the hotel. The sunset you raved about in the advertisement was on the other side of the island and so we missed out in our dark little corner. In view of how short our stay was to be it would have been better for us to stay in Thira to allow better access to sights in such a short time. If no accommodation was available that met our requested standard, you could have contacted us to negotiate an alternative. That's called customer service; perhaps you should familiarise yourself with that concept.

The next day we did not get to do a lot due to restrictions on timings of tours and your ferry pick up which was scheduled at 2.40pm (surprisingly arrived on time but did not bother to assist with luggage). So did we have an experience of Santorini? Yes we did. A negative one.
Your lack of care and customer service provided us with a short and miserable time on the island. All you wanted was our money and were not interested in whether we would have a good time.

We noticed the review comments for the trip on Viator mentioned similar concerns which you clearly have not bothered to address as they are still happening. Hence our belief you have no intention of improving the quality of your services and hence our request for an immediate refund.

Our request for reimbursement was rejected without an apology for leaving us stranded in Santorini. The lack of customer service is just totally acceptable. Why are you promoting such a low quality tour. I will never book through Viator again.
Complaint comments Comments (0) Complaint country Greece Complaint category Travel Agencies

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