Hi Michael,
We're incredibly sorry for your experience, but we're appreciative of you leaving this review. It highlights the confusion between customers and operators on the Viator platform.
Viator is not a tour operator. It is a marketplace for tours, activities, and experiences. Each listing you see on this platform is owned and operated by different companies worldwide. Simply put: Viator is a 3rd party reseller.
When you book a tour with Viator, they collect your payment and notify us, the operator of the booking. This can happen in a variety of ways. In our instance, Viator has a direct connection to our booking software (API connection for the tech-savvy reader), and your reservation details appear in our reservation software. However, Viator does not provide us with all the information you entered on their platform. First: We never receive Viator customers email addresses. (crazy we know). We receive an odd unique link with a string of 20 different letters and numbers at a viator.com email domain. Thus, we can't directly email you. What Viator attempts to send is your phone number. However, this is formatted by automation in their system and is often incorrect. Did you enter +1 before your phone number? Did you not? These things are critical when working with automation, and because of this, the number is often cut off, or extra numbers are added.
When you call to speak with Viator, you are talking to someone overseas who is not a representative of the company's tour you booked.
In your case, we understood prior to the tour that our starting venue decided to close in the afternoon, due to the impending snow storm in Nashville. We reached out via Viator's platform and received no response. We also called the number listed for you, where we learned the number was not correctly listed. Lastly, we notified Viator of this prior to the experience and to contact you about the cancelation and refund.
Obviously, they did not do this. Up until now, this is the first time we've heard you arrived at the meeting location. Again, we're extremely sorry for this.
We want you to understand ratings dramatically effect our individual listing, not Viator.
While we completely understand your frustration, we'd urge you to consider the information above and make a decision of whether to leave this review public or not.
Lastly, please email us at info@crawlnashville.com and we'd love to do our best to make up for this.
To anyone reading this review: Please consider booking direct to avoid issues like this. Every operator on this platform has their own website and allows you the opportunity to talk to the operator directly instead of through a 3rd party.