Dear Frances_C
We apologize for the inconvenience caused by the lack of communication regarding the trip cancellation.
We understand the importance of timely communication and regret any confusion or disappointment this may have caused you. We have addressed this issue with Viator to improve our communication processes and ensure better information flow in the future.
We apologize for any inconvenience you experienced during the manual refund request.
Your feedback is valuable to us, and we will take it into account to enhance our procedures.
We sincerely apologize for the frustration you encountered as our guests satisfaction is our priority.
If you have any further concerns, please feel free to reach out to us directly.