Dear Joe,
Thank you for bringing your concerns to our attention. We apologise for any misunderstanding that may have occurred. Allow us to address the points you have raised.
Firstly, it is important to note that you booked a non-private tour, which does not allow us to provide individual private pick-ups for each of our eight passengers in the van. As you were a passenger from a cruise ship, you requested a pick-up at the port at 9:15 AM for a tour departure at 9:30 AM. Given that the port of Bordeaux is only a 10-minute drive from our shop, we made an exception and agreed to accommodate your request.
Our agency is located in the historic city center of Bordeaux, and as indicated during the reservation process, tour departures take place from our agency. On the day of the tour, you informed us that your cruise ship was docked at the port of Le Verdon, which is a two-hour drive from Bordeaux. This was a significant detail that you had not mentioned prior to the morning of the tour. It seems that even you were not aware that your cruise ship would be docked at Le Verdon instead of Bordeaux.
Our driver was indeed present at the designated meeting point outside the cruise ship docked at the port of Bordeaux, as agreed upon. We were not informed of the change in your ship's location to Le Verdon. It is regrettable that this information was not communicated to us earlier, as it would have allowed us to make appropriate arrangements.
We understand your disappointment, but it is important to acknowledge that the information provided in your comment is neither accurate nor helpful to the Viator community. We strive to offer excellent service and rely on accurate and timely information from our customers.
We wish you all the best and advise you, in the future, to clearly communicate when your location is a two-hour drive away from the designated meeting point. This will ensure smoother coordination and a more seamless experience.
Once again, we apologise for any inconvenience caused, and we appreciate your feedback. If you have any further questions or require additional assistance, please do not hesitate to contact us.
Best regards,
Daniel
OLALA Bordeaux