It's very intriguing to observe Zoya & Mark Israel, a Russian-speaking duo, attempt to execute their plan to "ensure that every single person never books with you." Yesterday, Zoya left an "AVOID CON ARTISTS" review, and today, Mark chimed in with his "Rude customer service" feedback. Mark, if you're looking for rudeness, perhaps you should read your wife's last email to our office: "We are not Russian. You will be hearing from our lawyer. You're scum and karma will get you."
Could you please clarify the matter that your lawyer intends to discuss with ours? If it's an apology for your wife's discourteous message, we welcome it. Or if it's to reiterate your refund request, we'd advise them to save time and reach out to TripAdvisor directly, as we're simply the suppliers who haven't charged you a penny. To assist your lawyer in comprehending why your refund request was repeatedly declined by Viator/TripAdvisor, we suggest they review the straightforward pickup instructions delivered via Viator messenger, which successfully guided the other 12 tour participants to our vehicle that day. Including two couples from your hotel who managed to find and reach the pick-up spot punctually, allowing them to relish our delightful food and wine tour. We invite you and your lawyer to read their glowing reviews.
We trust your lawyer will be fluent enough in English to understand the difference between a hotel lobby and a main street situated in front of the hotel. It's not the path to the hotel restaurant or pool, but rather where the local traffic flows. By the way, Viator Customer Care has yet to locate your "replies to emails» stating that you couldn't see any car. The only messages they can view from that day are those three from us, urging you to promptly proceed to the pickup location.
Regarding the security officer you mentioned, he was correct, our vehicle did not enter the hotel premises and had no intention of doing so as the designated pick-up location was indeed at the main street entrance of your hotel premises This information was clearly stated in the instructions provided.
If the language barrier was the root cause of your misinterpretation of instructions, we recommend taking English language courses. This could prove beneficial in future travel scenarios and beyond.
Despite your pledge to "make sure every single person never books with you," we received more than 250 bookings today again😊. As for the karma your wife mentioned, we would kindly recommend that she conduct a quick Google search to understand what it is and how it functions. Best regards from sunny Greece!