"If Viator don\u2019t want their ratings to go down, I would suggest they remove the company name The company Star Blue Catamaran in Cancun from offering tours. We travel a lot and this has been by far the WORSE EXPERIENCE EVER!! I wrote viator my complaint, they said unfortunately they could not give me a refund. I asked for a supervisor and have not been able to get one. \r\nFirst of all, we had to wait outside in the heat for our driver to arrive thirty minutes late to pick us up for the excursion. The tour operator was unresponsive when I messaged them, and the phone was disconnected when I tried to contact. Furthermore, the driver did not apologize for being late when he arrived. In addition, he pulled over to the side of the road to use his phone and stopped to take films.\r\nWe were then informed that we could not snorkel after the boat had sailed away after we arrived at the boat. We mostly booked for snorkeling, thus this was a tremendous annoyance. Additionally, there was a cost associated with reserving the coral reefs. yet we didn't get to see any reefs or be near any. I feel as if they waited to take our money first and sail off so that we couldn't try to cancel and get our money back.\r\nAnother thing I noticed is that the music was not diverse at all. They have a lot of tourism going on so it was weird how they only played one genre the entire time. No one even wanted to dance or sing.\r\nThen, when we docked to eat we were told to be ready by 1:20pm. We had just docked at 12:20pm. Between docking late and having to walk to the lunch place we only had about 30-45 min to eat and use the bathroom.\r\nWhen my group walked back to the boat we were told that it's actually\r\n1:40pm and to find something to do smh. Also, when we went shopping one of the workers said they would charge my friend $35; however, they charged her 700 pesos which is actually closer to $42. When she tried to tell them, they ignored her and still took her money.\r\nLastly, on the way back our guide told us that our transportation was waiting for us. It was not. We got there and there was no one waiting. The guide then told us that it was actually a 5 minute wait. 5 minutes turned into 10, and then 20, and then an hour. Again, there was no apology for this. One of the families sharing the van had a baby who was obviously upset and hot and tired of waiting.\r\nOverall, if I could give this experience 0 stars I would. I hope that the customer service team takes note of my comments and kindly decide to issue a refund. I'm not happy at all and don't feel comfortable booking on trip advisor or viator if they just let any company have a booking page."
"If Viator don\u2019t want their ratings to go down, I would suggest they remove the company name The company Star Blue Catamaran in Cancun from offering tours. We travel a lot and this has been by far the WORSE EXPERIENCE EVER!! I wrote viator my complaint, they said unfortunately they could not give me a refund. I asked for a supervisor and have not been able to get one. \r\nFirst of all, we had to wait outside in the heat for our driver to arrive thirty minutes late to pick us up for the excursion. The tour operator was unresponsive when I messaged them, and the phone was disconnected when I tried to contact. Furthermore, the driver did not apologize for being late when he arrived. In addition, he pulled over to the side of the road to use his phone and stopped to take films.\r\nWe were then informed that we could not snorkel after the boat had sailed away after we arrived at the boat. We mostly booked for snorkeling, thus this was a tremendous annoyance. Additionally, there was a cost associated with reserving the coral reefs. yet we didn't get to see any reefs or be near any. I feel as if they waited to take our money first and sail off so that we couldn't try to cancel and get our money back.\r\nAnother thing I noticed is that the music was not diverse at all. They have a lot of tourism going on so it was weird how they only played one genre the entire time. No one even wanted to dance or sing.\r\nThen, when we docked to eat we were told to be ready by 1:20pm. We had just docked at 12:20pm. Between docking late and having to walk to the lunch place we only had about 30-45 min to eat and use the bathroom.\r\nWhen my group walked back to the boat we were told that it's actually\r\n1:40pm and to find something to do smh. Also, when we went shopping one of the workers said they would charge my friend $35; however, they charged her 700 pesos which is actually closer to $42. When she tried to tell them, they ignored her and still took her money.\r\nLastly, on the way back our guide told us that our transportation was waiting for us. It was not. We got there and there was no one waiting. The guide then told us that it was actually a 5 minute wait. 5 minutes turned into 10, and then 20, and then an hour. Again, there was no apology for this. One of the families sharing the van had a baby who was obviously upset and hot and tired of waiting.\r\nOverall, if I could give this experience 0 stars I would. I hope that the customer service team takes note of my comments and kindly decide to issue a refund. I'm not happy at all and don't feel comfortable booking on trip advisor or viator if they just let any company have a booking page."
"The tour tickets showed tour time is 6:30am, viator threw us away in pickup site before 6:27am, (this only I told them we were there at 6:28 for sure, so they made up their car left at 6:27am) and counting us as no showing !!! Viator charged our full tour fee $431.96 from my credit card without discussion and investigation right way. \r\n\r\nViator tour operator ignored all my request but money payment! The cheeky Kiwi travel in Auckland NZ owner Mark cut my phone 5 times and insisted punishing us to pay $431.96 because he has a evidence the e-mail I made on April 7, but skipped all my emails I sent on April 10, he knew he represented Viator who guarantee 24 hours customer service but Mark had closed his office going home sleep and ignoring all his king customer\u2019s requests. Mark made Viator 24 hours customer service became junk and scam!! My T-Mobile phone statement shows their tour operator never call me once, but Mark said his operator called my both phone numbers( one is they made wrong number 48, one is my right phone number) I have my Viator account for years, my phone number always the same, Mark got my phone number wrong by his irresponsiblity and carelessness. I e-mailed them twice asking Mark to make my phone number correction. But they called wrong number only. The cheeky kiwi in NZ owner Mark is such dishonest and irresponsible and unprofessional tour operator who not only cut my phone call 5 times, but also he insulted me a woman so badly, I cried few hours for his insulation. When he responded my review on Viator website, he lied again \u201cwe were very late \u201c, we showed up before our tour tickets time 6:30am, we were not late, we were on time! But why Mark tried distracting people\u2019s attention? Why Mark made such false statements? He made excuses about other people waiting, so he had to leave? This was only a small group tour( one of Viator e-mail showed private tour). I was a tour guide before, I knew there is a law enforcement about tour customer service which is no less than 10 minutes waiting and no longer than 30 minutes waiting. So from 6:20am-6:27 was less than 10 minutes, Viator tour violated law! We got tough break meet such irresponsible tour operators! Viator brought us such painful experiences!! We came all the way from Los Angeles to Auckland for this tour, but Mark ruined our trip, our mood. I doubt he did all 3 fatal mistakes purposely, because Mark could keep whole $431.96 without paying our entrances tickets and offering us any service! Woo, so greedy and horrible, unbelievable!!\r\n\r\nProducts used:\r\nViator\r\n\r\n Service\r\n Value\r\n Shipping\r\n Returns\r\n Quality\r\n Show less\r\nComments (0)\r\n\r\n\r\nViator charged my credit card $431.96 without giving us this tour by their mistakes, horrible!\r\n\r\nViator didn't respond my latest request but only responded my payment question in 4\/11 morning! Viator only followed my 4\/7 email, ignored my 4\/10 email? If a person died after 4\/7 email, Viator had to follow his 4\/7 email and charge him full money. Mark who is the owner running Cheeky KiWi Company in Auckland NZ can't excuse about his office closed at 7pm but My request made 7:45pm because he represent Viator who promise 24 hour customer support, we can cancel 24 hour before tour starts, this 24 hour customer support is in 24 hours before tour starts , Viator\/Cheeky Kiwi travel ruined Viator reputation!! We hate you so much"