Hello Amanda/Viator,
I wanted to take a moment to address your bad experience with our service. I feel sorry that we were unable to provide the quality of service that we aim for.
When Amanda had called, we had informed her that our driver, Humberto, would be running a few minutes late due to a major accident on the highway. We understand that waiting can be frustrating, especially when hours of travelling are involved. However, we hope you understand that we had no control over the external circumstances that caused the delay.
Unfortunately, we were unable to get in touch with Amanda despite repeated attempts from Humberto. After waiting for some time, we had to release him from the ride, making him return to Orlando without any passenger. We apologize for any inconvenience caused.
Regarding the refund, we would like to clarify that we don't collect payments from customers. We are a top-rated supplier with Viator, and they are responsible for any refunds in such cases. We had confirmed with them that the service was not delivered on time and had committed to a full refund. We don't have any control over the processing of the refund, but we hope that it's been resolved to Amanda's satisfaction.
If you have any further questions or concerns, please don't hesitate to reach out to us. We value your feedback and are committed to improving our services in any way we can.
Sincerely,
Sergio Villalobos (407) 851-2625