15/06/2023
Everybody knows that bad reviews about a company lowers their ratings. The power of the internet makes or breaks a company. But sometimes, even if clients give you the worst possible review- they make us laugh rather than cry. Just becuase we feel sorry that some people don´t read before booking.
Situation: clients books via a 3rd party a private 17 passenger Mercedes Sprinter to Nuevo Vallarta for 1 person. We sent the client a message to ask if this is correct ( as sometimes people just want a bigger vehicle, we had people with 20 suitcases for example that need a vehicle of that size). Clients answers: we are 8 people, going to the Hyatt Ziva ( which btw is not in Nuevo Vallarta). I booked this for our group which is 8 people not one.
Just want to make sure we are confirmed.
On third party site clearly it says Rate include all taxes and fees and are per one-way per vehicle. If you want to book round trip transportation, please book two one ways. As people tend not to read all, on the same site, before booking, it says:
What's included
Airport/Departure Tax
All taxes, fees and handling charges
Fuel surcharge
Local taxes
Bottled water
One-way private transfer
Transport by private vehicle
Then at the next step, before booking it says one more time: rates are per one way, per vehicle for max 17 persons.
As we understand that 3 times mentioning that this is a one way, may not be enough, we sent a message to the clients: you booked a one way, in case you need to book round trip we can give you a discounted rate if you decide to change the reservation into a smaller vehicle as you are only 8, not 17.
No reply. So we sent the 17 passenger Mercedes Sprinter for her party, brought her to a hotel that is not at all in Nuevo Vallarta, all is well, you reserve, we deliver!
But this morning we wake up with the following review on Tripadvisor:
Tourist547156
Tourist547156
1 contribution
0
Bad
Jun 2023 • Family
I booked a round trip with Viator from the airport to the hotel in PV and they only provided one way service, they did not even let me know that the second part of the trip was canceled. I had to figured it out by myself. They did not approved any compensation for the mistake .
Now, tripadvisor does not take away the review. And our ratings are now lower. Do we get angry? No, we will just take an extra loaded cup of coffee and continue the day, and hopefully people will read our answer. But, we can use some real reviews if you don´t mind to make one, you can do so here, to get our ratings up again. Thank you!
I booked a round trip with Viator from the airport to the hotel in PV and they only provided one way service, they did not even let me know...
