TripAdvisor review: viator rome tour to naples, sorrento, capri and pompeii

We booked a 3 day all inclusive tour w guide to Naples, Pompeii, Sorrento & Capri from Rome. We were to travel June 24th with a morning pick up in Rome. Received no directions to pick up point; e-mailed at 5:30 a.m. & then called at 6:00 & again at 7:00a.m. to get information. No answer and no voice mail. Proceeded to area and searched for tour for an hour. No luck so took train to Sorrento at our own expense. Did reach someone who gave us the name of the hotel we were booked at. Proceeded there & checked in. Assumed we would meet the guide and others in the tour there, but no one showed up.

Day 2 we were to have an all day guided tour of Capri. We were to be met at the hotel, but instead had to walk 5 blocks to get a shuttle from the boat company. Again, no guide & no others in the tour. Spent 45 minutes being processed & waiting for late arrivals. An 8 hour all day tour was 6 hours; definitely not enough time to be considered an all day tour. Again took boat company shuttle back to hotel. No guide from Acampora or TUO and no other members of the tour.

Day 3 was to be an all day tour of Pompeii with transportation and a guide and lunch. We called to verify pick up and were told we had been cancelled! No explanation given. We scrambled and booked our own transportation to Pompeii, paid admission and lunch on our own. No refund given for this entire tour. Feel this whole tour was a sham and an entire waste of $1132.00. We received 2 nights hotel and 2 dinners which we could have booked on our own for considerably less. Have reached out to Viator and they say we received what was promised. Don't understand how they can say that when there was no guide as promised, and we did not recieve any of the Pompeii tour, transportation and lunch as stated in our package. These are just the major discrepancies. Feel that Viator and TripAdvisor should stand behind the companies they use and treat customers fairly. We have used Viator many times in the past, but will certainly be hesitant to use them in the future. Do not feel we can trust them to use reliable companies after this unfortunate and expensive experience.

Our tour reference # was699236712, and our confirmation # is1102168340 booked on April 27th, 2019. Regards, Joan Schwanke