This is the third time you're publishing your negative feedback (the only 1 star review of our tripadvisor profile) and Tripadvisor was erasing it again and again. But this time we didn't request to erase your review but respond and let the people know what happened.
I would like to inform you that more than 3000 people every year are experiencing our services all over the island and our customer service of course. Every single one who published reviews on tripadvisor, or anywhere else, rated our services with 4 and 5 stars. If you give a look again on our profile you'll be certainly convinced.
Now regarding the issue with your reservation:
You stayed in Heraklion region, 150km away from Chania. The tour page on Viator is CLEARLY MENTIONED that PICK UP FROM HERAKLION REGION IS NOT INCLUDED. Obviously you never noticed that during the booking and I don't think that this was our mistake. You ALSO DIDN'T PROVIDE US YOUR HOTEL'S NAME OR LOCATION WHEN YOU SUBMITTED THE BOOKING as the system requiring, so we didn't know in advance that you're staying there. We requested your hotel details one day prior to your tour in order to send you the final voucher with all pick up infamation and you responded late. We already arranged everything for your participation and you wanted to cancel less than 24 hours before the tour. You held 2 seats on our bus, we paid for the wine tastings you didn't do and we couldn't replace these two seats because there was no time. According to Viator's cancellation policy you can get full refund if you submit the cancellation request 24 hours before the tour. You sent your hotel's name late in the evening so the reservations department got back to you the next morning in order to ask if you will be able to come over Chania yourself (as a lot of people who stayed in Heraklion did in the past) and participate in the tour. You denied and your demanding behaviour surprised everyone in the office. You said that you've never been treated the way we treated you as a costumer. So we never had a customer treated us he way you did. It was so surprising for us to try and find a solution for you and yet you were demanding a refund but the mistake after all was 100% YOURS!!! So simple, yet so complicated for you to understand!!
And also, everyone needs to know that you published your first review before we completed the negotiations for the refund, in order to push the situation!
That's why you didn't get a refund. Because you were wrong since the moment you submitted the booking and then more, during our communication. So demanding, so impolite. We never had a customer like you.
And in the end I'm wondering about your intentions. How can you publish a review 3 times on a profile like ours. Don't you see that more than the 99% of our customers are satisfied from our services? Maybe something was wrong at your end from the very beginning.
It's so uncomfortable for me to respond in reviews like yours, but sometimes is necessary.