Rick was their tour guide... yes, Rick who is raved about in every review here.
This guest, on the other hand, would not warrant a rave review. After sharing her displeasure with Viator... very similar to what she wrote here... and demanding a FULL refund, I responded and addressed each point.
Viator chose to refund exactly zero dollars as they could tell that this guest is more than a little unstable. I'm hoping you can read that from her review.
We are a small, family owned company. We take each tour very personally and our tours always start and end in Anaheim. We not only accommodated this group by picking them up outside of the service area, we then inconvenienced every other guest on the tour by returning them to the original pick up point, which was not supposed to happen. We made it clear at booking that they would need to find their own way back. However, you know those crazy people that make such a scene that it's easier for everyone to just do what they ask? That was this guest.
Rick, who has raves in every review and who takes his job very seriously, provided the same great tour he always does.
This is a narrated tour, which drops guests to precise locations for a pre-described amount of time and who talks about all parts of the tour, in depth, as he drives from place to place. This is literally described in full and as she shared her displeasure with Viator, she described our tour as it's described on their website.
This guest tried to hold us for ransom by demanding a full refund for her 5 person tour and threatening a terrible review if she didn't get it. She didn't get it so here is the review.
I'm grateful for Viator for not refunding her and her 4 guests for a tour that was done perfectly (according to the other 6 guests on board) and, frankly, I trust other guests to read the many reviews here and on TripAdvisor that describe our service and our commitment to each guest.
By the way, these guests gave Rick a $30 tip at the end of the tour and he was shocked when I sent him the email they sent to Viator.
Please, trust us and the many guests who have made us the top tour company in Anaheim for 15 years.
This complaint and review is simply full of untruths. It would have been our pleasure to not serve her.