Dear Youhanguc,
we work hard towards a 5-star rating on the Viator and I am very sorry to receive the 3-star rating from you.
The transfer is advertised as a door to door sightseeing transfer. It is not advertised as any tour with guiding included.
The drivers Mirek and Vadim had to travel from other European capital and due to the safety issues there were two drivers. Normally we stay overnight in Vienna and the trip is done by one driver. I suppose that if one driver speaks English and the other does not, it should not be an issue, especially when both are professionals, kind and willing to help as is our standard service. The drivers were late 11 minutes on the pick up and the drivers notified you in advance, that due to heavy traffic in Vienna they would be late. I know, it is not being on time, but your comment seems to be a bit rough and not mentioning the fact you had been contacted in advance and provided with an apology.
On the other hand the trip normally includes 4 hours waiting in total. My boys waited 5.5 hours in Hallstatt for you to complete the tour of the Salt Mines and thus allowed you to enjoy Hallstatt to the fullest. AT NO EXTRA CHARGE.
Waiting for you to check in and then taking you anywhere else could be done, but I do not see any point why it should be done free of charge as you requested and demanded in your review. My experience is that everybody wants to get paid for extra work.
Lastly our vehicles are strictly non eating and non smoking. Your child left a mess in the van. We did not say a word and the drivers cleaned the mess without charging you extra for cleaning. Since we care about children and we understand their needs on such a long journey, we just did not want to bother your family.
I am once again sorry that your expectations were different from what services you received, but we did not provide any misleading information. In fact we provided more time and services than was advertised. You still left unhappy.
Please reconsider your rating, should you reach this point of my reply.
Thank you.
Best regards
Martin
Owner of 24/7/365 EU Taxi, Transfers and Limo's