Dear Kathy,
There are several misunderstandings and even incorrect informations in your text, which absolutely saddens us. It is definitely a situation which will makes us analyze how things went wrong, but we are still confident about saying we were doing the right thing with our best approach, best will and honesty. 99% of the cases we receive 5 stars and this time, with a difficult group dynamics, it did not work out, which hurts us a lot as well. We are not used to see someone not satisfied, in fact, it kind of, almost never happens, we always work until someone is 150% satisfied. But you did not trust us and our program was abolished.
First I'm going to write down our opinion and after I'm going to go point by point to talk about the (according to us) non-factual informations you were mentioning.
Our company is called Living Local Hungary, we have many years of experience, a high reputation, and have done hundreds of tours with, like I said, mostly 5 star reviews. Most of our customers trusts us.
In your case, it did not happen, we did not felt trust from you.
We could analyze the reasons, and we will, but yes, the group dynamics, as it was two big groups, which arrived there already unsatisfied (one side was not satisfied with their cruise trip, the other side was complaining about previous food experiences at the first minute as introduction)
So our tour guide felt uncomfortable from the first minute and did not feel treated as a 100% equal partner by part of the customers which is usually not the case. But we tried to fix it, as we have 15 years experience on Tourism field, and as it is our job.
Living Local Hungary, as the name says, offers the authentic experience.
This day, we decided to make an exclusive Garden-food party for you, as it is our tradition on the 1st of May. Instead of serving you 5 street food dishes we've set up a whole dinner for you for at least double of the value, and we brought you to the District 11 (which is one of the high-end districts) and we've welcomed you in a Garden of a Villa which serves as a Guesthouse.
The Food was prepared by a chef, our company has a long experience in hosting numerous dinner party events in the past (up to 40 people), and the same person which was there, was also hosting cooking classes about the most famous street food dishes since several years trough Viator as well, which he was supposed to prepare for your group as well.
Luckily we have some documentation, including on the food served to you, where everyone can see the food looked good and the plates were not cracked:
https://imagizer.imageshack.com/img923/9198/GBehUj.jpg
The same person hosting cooking class of the street food:
https://imagizer.imageshack.com/img922/1213/6QQenb.jpg
Dinner party at the same location with 40 people participating:
https://imagizer.imageshack.com/img922/5020/uZ0opb.jpg
The event instead of giving you 5 street food was planned to offer 7 different dishes, prepared by a licenced chef, except for 1, which was ordered directly from our partner-restaurant, and included the most iconic Budapest street foods, some barfood and some restaurant dishes as well.
It kind of shocks us seeing you describing everything so negatively without even giving the chance to our company by the time we met.
3 people have spent more then 12 hours for preparation (shopping, preparation, organizing, pre-cooking).
The plates were not cracked as they were bought in the IKEA just they day before as it can be seen on the picture too.
We don't understand why serving a paper towel was not acceptable?
The only thing we can admit, that there were mosquitos, but as we mentioned, we've hosted plenty of dinner parties there, another picture I add:
https://imagizer.imageshack.com/img922/4919/B07TTx.jpg
So we did not think the mosquitoes were a problem, of course after your case, we now understand, that it can be. It is though a green area, where mosquitos can occur.
As an extra, next to the food we did offer you local wine and homemade Pálinka as well.
So we are totally saddened for all the story, that it did worked out the way as it did. We were ready to serve you 7 amazing dishes, but you stood up after the 1st one, and left without asking, listening, cooperating and discussing.
Let's go point by point also about things being said:
1) We never told you we would go to Viator office. We are not Viator. We said we would go to our company's guesthouse. Our company is Living Local Hungary and not Viator. It was clearly said. You misunderstood.
2) Like we said previously, the plates and bowls were bought just the day before in Ikea. They were not cracked at all... This is just not true.
3) 'Dirty plastic tables' They are normal Garden tables. Some of them are plastic, some of them wood. We have a picture though about this as well:
https://imagizer.imageshack.com/img922/6354/lSOtvv.jpg
4) Paper towels as napkins. We don't understand what the problem was? It was a Garden Street Food party.
5) You have never been to our kitchen, so you cannot have an idea how did it looked like. Of course, it was clean and well prepared.
The plates, which were cracked:
https://imagizer.imageshack.com/img922/2205/22ovYt.jpg
Some dish we never got to serve you:
https://imagizer.imageshack.com/img922/8262/bRKdFw.jpg
Preparations:
https://imagizer.imageshack.com/img923/1234/zErHoY.jpg
https://imagizer.imageshack.com/img923/7822/e2pZkz.jpg
6) We never said the tour was overbooked. We never said it was Viator's fault. What we said, that we never had 16 people joining individually as 2 smaller groups, we always had them applying as 1 large group and in this regard we did handle groups up to 40. And we've said it was 1st of May, so waiting times everywhere for food would be long, but luckily we've set up our usual Garden party.
We are sad!
One more thing we would like to mention: Maybe the program you booked, was not the one fitting you