ASK: I’m writing a few recent Viator tour in Paris. I booked the Eiffel Tower Reserved Access Tour and the optional summit by lift tour for 4 people. The day before the tour, I received an e -mail, wherein the time of the tour was modified from 9:30 a.m. to 11:45 a.m. because they’ve problems within the Louvre.
When we arrived on the meeting point, the representative told me that it was a “mistake” – her mistake, not mine – and we couldn't do that tour. She said that my options were to pay one other 15 euros per person to get a tour that included the summit that day, or cancel the tour, receive a reimbursement and check out to book again for a later date.
We decided to pay the extra 60 euros because our schedule was crammed with time -controlled approvals for the remaining of the week.
Unknown for us, the Summit tours on the second level need to make a stopover to alter the elevators. Therefore, my group of 4 could easily be added to a summit tour and delivered to the second level without additional costs. We would have had no access to the summit, but we still didn’t reserve ourselves.
I requested a refund from the Viator customer support of the opposite 60 euros for the mysterious mistake, but without success. During my first call, a representative was told that “it would be implemented” and that Viator “had my back”. I then received an e -mail that indicated that I had requested a whole reimbursement of $ 305, which I didn’t do. I even sent a replica of my receipt for the 60 euros with my e -mail. Viator contested the reimbursement very narrowly twice.
I hope you’ll be able to understand what I consider for a really reasonable money request that I shouldn’t have spent.
ANSWER: Your Eiffel Tower must be operated on as planned. However, if it needed to be moved, the tour operator must have given them the newly planned tour at the identical price. If you pay more, a bait and switch feel very similar.
Viator is a platform that sells tours they usually are absolutely right – it must have had their back. It looks as if Viator crossed his wires with the tour operator and believed for some reason that they wanted a whole reimbursement for a tour that that they had already undertaken.
It seems that the tour operator didn’t follow the published guidelines of Viators who say that he should announce 24 hours before the beginning time. In fact, they were surprised by the offer to either pay or cancel them. Technically speaking, you possibly can have requested a whole refund, but who’s going all of the strategy to the Eiffel Tower and Braves all of those crowds after which fundamentally canceled because the worth for the tour has risen by 15 euros?
I list the names, numbers and e -mails of the Viator Manager on my website for consumer interest representation. Elliott.org. A brief, polite email can have brought you out of the cycle of robo wear, wherein you usually send you an identical form wherein a reimbursement request you might have never asked you might be rejected.
I contacted Viator in your name. Viator said they need to have received a notification for his or her reimbursement, and it reimbursed the 60 euros that that they had requested.
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