I always make it a point to review a company before doing business with them, and based on the positive ratings of Viator, I chose to book my airport transfer through their platform.
During the booking process, I was required to provide full trip details, including the exact pick-up and drop-off locations. After submitting this information, I followed up through several emails and online chats to clarify important details such as the vehicle type, non-smoking policy, payment, meeting arrangements, and contact information for the local representative. I received a confirmation email outlining the pricing and confirming all details, including my specified drop-off address.
On the day of arrival, I requested to change the drop-off location to another address approximately 5 km away. I was informed that this change would incur an additional charge of $100 USD. I declined and asked to proceed with the original confirmed address. However, I was then told that my original drop-off address was outside the service zone and that I would still need to pay the additional $100.
I pointed out that my original address had already been provided and confirmed in writing. Despite this, the local operator, Rimo Tours, refused to honor the original agreement and declined to issue a refund. They were also unable to provide any evidence that I had been informed in advance that my address was outside their service area.
This experience has been very disappointing, as the terms were changed after confirmation, and the service was not delivered as originally agreed.
Reference number.1383977401
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