We are very sorry to read your review, and extremely disappointed that you state that our tour is a scam. I would like to reassure you and others that this is very far from the truth, and to cover the points you raise in your comments to explain fully what happened, especially as you met our team onsite, so we are very surprised that you are saying we never showed up and there was no tour.
Our guide and coordinator were at the meeting point 15 minutes before we asked you to arrive, which was 15 minutes before the tour departure time. The coordinator was wearing an orange cap and large orange badge on an orange lanyard, the guide was also wearing the orange badge and orange lanyard. It is stated clearly on your voucher to look for the orange cap and badge.
When you did not arrive at the meeting point on time we called you 3 times but went straight to voicemail each time. We left messages. We asked the guide to wait with the rest of the group an extra 5 minutes in case you turned up.
You did eventually arrive at the right place and met our coordinator who was still there waiting for you. She took you into the museum and tried to catch the guide, but was unable to as it was too late and they were already well inside the museum. We have group reservations which are timed and which allow us to skip the lines, you have to enter with the guide and group on time. Our onsite coordinator spent quite a considerable amount of time with you trying to catch up to the guide and then called our customer service team, with you, so you could speak to one of our team. You told them you had gone to a person with a red flag and asked them if they were from Viator. They replied yes and so you stayed with them and did not look for our guide in orange as requested on your voucher. We don't understand why you are stating that no tour happened and there was nobody to contact, as you spent a lot of time with our coordinator as she tried to help you join the tour and then spoke to us immediately afterwards and together we ascertained that you had been with the wrong person, that we had called you 3 times and that the guide and group had waited. Our telephone number is also clearly written on your voucher if you need help.
We do take a lot of trouble to write all the information very clearly on our vouchers so you know exactly where to go and who to look for. We very much hope that you will read it carefully to avoid any mix ups. We also call every late guest to see if they need help finding their guide as we of course understand that all kinds of things can happen in a new city, we are here to help you.
Our tour went ahead as normal, all the other guests were there. Once again we are sorry that you went to the wrong person and that you missed your tour, but we did all we could to try and locate you and to help you once you arrived after the tour group had left. Please rest assured that we work very hard to ensure that all our guests have the best experience possible with us, our amazing team of guides are always there ready and excited to give our guests a 5* tour and we hope that our guests get to love our beautiful city as much as we do. We hope you had a great time here nonetheless.