Dear Steve_L,
thank you very much for your honest feedback and for the rating. First of all I want to apologize for the wrong phone-number shown here on Viator. We already got in touch with Viator and corrected that!
Since I personally handled the case with you I also really feel the need to clarify some mentioned points here, since we have never had problems with previous guests to find us. As you told me on the phone you asked a stranger where you can find horse-carriages 15 min. prior your starting time and they sent you in a different direction. Further more your butler tried to call you several times on your phone, but obviously it was turned off at the time and finally you found each other 35 minutes after the actual ride should start.
Nevertheless, after solving all this we agreed on a new ride, where we even offered you a free upgrade from an originally booked 40 min. ride to a 60 min. ride. Firstly, you rejected this...even though it was for free...anyhow, we really appreciate that our staff has been seen as friendly and kind to you. I will also talk back to him to make sure once more that the descriptions of the sights should be in detail (this is at least what all our staff is trained for).
Last but not least I need to mention two additional things here:
1st: I want to apologize that the carriage arrived just a few minutes later – but this occasionally happens when working with horses. They are no clock-work, they are living animals and sometimes it might happen that things take a minute longer with them. But also, our butler has already been there right in place to welcome you, so you weren't alone waiting there.
2nd: We will also pass on your feedback regarding the food to our restaurant partners. I am sorry that the taste partly didn't meet yours, usually the restaurants (which are some of the most traditional and well known restaurants of Vienna) provide best quality and also the sparkling wine we serve is produced in the same way as Champange (Methode traditionelle) – just that the grapes are from Austria and so it can't be called like that.
To summarize it all: I want to apologize that the whole experience wasn't what you have expected and it seems like we all had a bad standing because of the messed up start of the ride. Nevertheless we are thankful that you chose us and that we can take some learnings from your feedback.
We hope that the rest of your stay in Vienna was pleasant and that you might give us and our experiences another try in the future.
Kindest Regards,
Marco &
your
Riding Dinner Team