Dear Madam,
Thank you for taking time to share your feedback.
It will my pleasure to copy paste the full conversation we already had with you and Viator Customer Care, to show that your version of facts is not exactly objective:
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Tours FlorenceTown
24 lug 2023, 14:56
a Viator
Dear Partner,
Greetings from Florencetown - Towns of Italy.
Regarding your request we want to inform you that on 17 July, our colleague S**** had previously reported to the client that, on 24th July, we had no longer availability for one more person. For this reason, we were not able to add another person.
However, we have received a request of amendment by you on July 17 that we have mistakenly confirmed thinking that it had automatically entered via API.
Nevertheless, during our checks, as soon as we became aware of the miscommunication we alerted the client (on July 23rd).
We are sorry for this happened, but we tried several times to communicate to the client that we could not add a person on the reservation. For this reason, we can provide a partial refund of 50% for the current reservation (confirmed reservation for 1 person).
We remain at your complete disposal for any further information or assistance you may need.
Warm regards,
D*****
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So you had actually been advised that one ticket only was available for you, and it was the US not Viator to proceed to the refund for the mistake made.
Please consider that VIATOR should not book our tours by sending emails, but they should go through our system, so we couldn't know they were amending something which was not actual, nor available, on the system.
Our mistake was not to properly check what had come through system connections (which was a booking for 1 person only) and immediately figure that it was not corresponding to the email, but I wouldn't say that anybody stepped up for you, except Florencetown - Towns of Italy.
We do understand this might have been frustrating to you and your niece, still you were advised about the lack of availability and you've insisted with Viator. Viator on its side forced an amendment without real availability.
We feel your review might be a bit one-sided and not completely honest.
In any case, we appreciate your feedback and hope that you will give us another opportunity to provide you with an exceptional experience.
Best regards,
Florencetown - Towns of Italy Customer Care Team