Viator review: Viator booking br-1140509985

I was on a Mediterranean cruise and scheduled a driver through Viator in Naples to pick us up at a designated meeting point and drive us to Pompeii and then back to the original meeting point.

On June 14th I emailed them verify the meeting point that was selected when we booked and they did not respond to my email. They said they tried to call me but we were on the cruise ship and had no cell service. We had no missed calls from them when we disembarked the ship on June 15th. When we did not hear back from the email we went to the meeting point we had selected when booking. We were at Centro Storico Napoletano Via Duomo 61 at 7:30 AM. When I called Viator they also confirmed this was the address they also had as the meeting point. We were not scheduled until 8:00 AM but called Viator and attempted to call the company to confirm since there was no office at that location. Viator told me we were early and the driver was on the way so we waited assuming they were going to show up. At 8:15 when we had not heard from the driver and they did not show up, I called Viator and attempted to call the company again. Viator was also unable to reach the company and said we should leave that they were a no show and we would get a full refund. We waited an extra 15 minutes trying to figure out what we were going to do and no one showed up in that time. We were at the meeting place from 7:30-8:30 AM. Viator assured me I would get a refund. We were at the meeting place early, attempted to contact the company by email and phone, and called Viator. Where was the driver? If he was there to pick us up why did he not make an attempt to call us? In the end the driver did not show up where he said he would at the time he was supposed to. I was only in Naples one day so I could not reschedule.

The local tour operator made no attempts to get in contact with me. They contacted me at 10:00 AM on June 15th when they were supposed to pick me up at 8:00 AM. They only contacted me because I requested a refund since they did not show up.

I have made several attempts with Viator to get the refund but they put in a "refund request" with the tour operator and they say no so Viator says "sorry, they said no". I am beyond frustrated that I was at the meeting point, Viator confirmed I was at the correct meeting point and time, the driver didn't show up and all anyone can do is say, "sorry". I have attempted to speak with a supervisor at Viator but they also said no to that.