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We made a booking with Viator for 4 Days 5 Star Nile Cruise from Aswan to Luxor (Departure on 18 October). Reference (Product Item): BR-[protected]. This tour costs almost USD 1300 for 02 Adults & 01 Child and we wanted to be 100% sure that Viator will provide us a good and well reputed Cruise Ship for the Nile cruise. There are good quality reputed cruise ships and low quality Cruise ships that operate for the Nile Cruise tours. The Nile cruise is provided by Viator supplier in Egypt (Go Tours Egypt) which is a B2B partner with Viator to operate Nile Cruise tours. We contacted the Viator supplier - Go Tours Egypt (Mr Mohammad) on the number - 0020 [protected] (Mobile) to know the name of the Ship Booked / confirmed as the booking status was showing as CONFIRMED. Mr Mohammad informed us that they provide 3 options for Nile Cruise Ships - The Nile Crown Cruise, The Renaissance Cruise and The Victoria Cruise.
We informed the end supplier Go Tours Egypt (Mr Mohammad) that we do not want the options Victoria Cruise or the The Renaissance Cruise as they are low quality ships with very poor customer rating and we will cancel the booking if either of these ships are provided. The Viator supplier on written record (wattsapp chat dated 12 October) confirmed guaranteed us that they will provide either the Nile Crown Cruise or the Emilio Nile Cruise ship for the Cruise tour. They will not provided the Victoria or the Renaissance Cruise ship as agreed. However on the day of the Boarding (18 October) the Nile Cruise the Viator supplier - Go Tours Egypt changed the Cruise ship at the last moment to Victoria Cruise (which we had refused) without any prior intimation or giving us the opportunity to cancel the booking. When we asked Mr Mohammad why he did not inform us that the Cruise ship is not as promised, he refused to answer and disconnected the call. This is a clear case of cheating, unethical business practice and breach of contract. Viator made us pay for the booking by providing false information and assurances. The experience on board the Cruise Ship was an absolute nightmare and complete disaster. The Viator customer service has now stopped responding to our mails and refused to accept our request for a full refund as compensation.
Claimed loss: We request for a full refund for the Nile Cruise as compensation for giving false assurance, misinformation and indulging in unethical business practice to confirm a booking and earn revenue.
Desired outcome: Full refund of the Cruise Tour cost paid to Viator. Booking reference BR-<span class="replace-code" title="This information is only accessible to verified representatives of company">[protected]</span>
