Dear Marc_S,
Thank you for taking the time to share your feedback with us.
We advise on the Viator side that all optional extras, such as attraction entrance fees are not included in the price of your tour. This is to allow our guests the freedom to choose which optional extras they would prefer. Not everyone wants to visit Doune Castle or Inveraray Castle. We emailed you as Inveraray Castle requires us to book in advance so they can manage their customer numbers safely.
We are surprised to receive this review as we never received any email or phone call from Viator or yourself about this matter.
We are sorry to hear you found the coach uncomfortable. Our modern fleet of air-conditioned Mercedes coaches is regularly maintained to ensure optimum comfort and safety.
After checking the coach tracking system for your day tour, on the 9th of May, I can see we arrived 45 minutes late to Edinburgh. As you mentioned due to road closures, we had to amend our itinerary, which we advise in our terms & conditions: “The Company reserves the right to alter tour itineraries at any time, due to weather conditions, traffic problems, availability of attractions or other such extenuating circumstances beyond our control. In the case of accommodation, we will attempt to obtain a similar standard of accommodation wherever possible. The Company reserves the right to alter the size and type of motor coach employed on any tour.” However, we visited all the places mentioned on our itinerary and stopped every two hours a places with toilets, except for the ride back to Edinburgh due to the road closures, which took 2 hours and 45 minutes instead.
We hope that you were still able to enjoy your time in Scotland.
Kind regards,
Aleix