Dear ElisabettaViaggiare!
We also thank you, just like your partner K7645H (the review below yours), for taking the time to put your experience with White Alligator Tours into words.
Nevertheless, we have to start with the following: your review includes many false and misleading information as well as accusations that are unjust and untrue.
First of all, you did book the Small-Group Day Trip from Vienna to Salzburg and not a private day trip. (Your partner K7645H stated below this review the value of your booking of EUR 250. For that amount of money you cannot get a private trip.)
In case of small-group tours we do pick-ups from different parts of Vienna and try to do this, in order to guarantee our Clients the unique experience we offer them, within the time frame from 6.45am-7.15am.
We are completely aware of certain hotels offering breakfast option only from 7.00am, but simply for this reason we cannot depart half an hour later (in case of a private tour this is different). On the other hand, we did inform you about the washroom break with breakfast option on our way to Salzburg (email on file). Luckier guests can also get a breakfast bag in most of the hotels.
Please note that we don’t really know what happened that night in your hotel. We contacted the management of your hotel (initials: H.B.) in order to confirm the construction work “at the window all night long”, however this was not confirmed by them. No surprise, as you would have traveled on 11 June, a day after Whit Monday.
Your hotel is located in a very quiet street of Vienna’s old down and it was the night after a religious holiday. If someone is familiar with Vienna, knows very well that chances of construction works on holidays are minimal…construction works at night in the old town are, so we would say, pretty much impossible.
Truly we did receive an email from you 15 (!) minutes before your departure time at 6.45am stating that you were “exhausted” and had not slept “all night”. While our driver Hans was already in your hotel to pick-you up, you wanted to re-schedule your travel date. As per earlier reviews, our company is pretty flexible in changing travel dates in order to accommodate our Clients, but we could only offer you a Salzburg tour on 22 June (with no other option available). This offer was rejected by you.
Please note that if you try to cancel or amend a tour with the driver already being in your hotel waiting for your pick-up, most probably in 100% of the cases you will not be entitled to get a refund. On the other hand, you had accepted our company’s Terms of Service, otherwise a booking would not have been possible, that clearly state the rules. Even if you tried to cancel or amend a Trip Advisor booking within 24 hours of departure time, you simply would not be able to do it.
Before finishing your review, you state the following: “This company just wants your money. They don’t care about the person taking the tour or the quality of your experience with White Alligator.”
Let me point out one thing here.
The day you did the booking with us on 21 April 2019, accidentally you had booked one more person for the tour. The amount of money you had paid for the extra person, was refunded to your account within minutes. Your reply stated back then: “You are so kind!” (Email on file).
At the end of the day we strongly doubt your willingness to take the Salzburg tour on 11 June 2019. The reasons are the following:
1. In an email sent us at 2.38pm on the day before the tour you wrote you “can’t leave for the tour” in case of no breakfast (on file).
2. In an email sent us at 3.00am (!) on your travel date you marked Peter “as the reason” you had booked the tour and therefore wanting to switch the driver and travel date (on file).
3. At 6.30am (15 minutes before departure time) you sent us an email stating you had a “terribly loud hotel room” (on file).
All these emails seemed to us to be some kind of last minute excuse to not take the tour on the original travel date, which still would not have been a problem, if you had tried to amend your booking earlier and not 15 minutes before departure time with your driver ready to pick you up in your hotel lobby.
Similar to our reaction to your partner’s review below, we clearly reject you characterizing us as “bad people”. We truly believe the reviews by other Clients pretty much confirm our point of view.
Best regards,
Balazs Csekö
Owner
White Alligator Tours
