Worst ever experience booked on Viator. We visit London every year for holidays and had never have any issue or problems with our airport transfer past bookings with other companies. This time we decided to try out this company and we really regretted it. Previously we book based on their advert photos which previously was all accurate except this time around. They sent smaller cars when clearly their advert showed a Merc van. Even if it was another van not Merc we wont mind this but it has to be a van because although there were only 2 of us, we had many bags 6 large suitcases and 4 cabin bags. Their reason is that they allocate their cars based on the number of pax which is not acceptable when clearly they advertised the photo of the Merc van. In the end we made arrangements for another larger transportation to the airport but they did not want to refund us back our payment. We felt so cheated and mislead by their advert and will never ever use their services again ever!
Very convenient way to get from hotel to airport or the other way around. This trip was a surprise for my daughter for graduating high school and i asked in the add any additional information line/special requests to write a specific phrase on our card that they hold up in the crowd so that you know they are your driver and they did not do it. This was very disappointing as it meant something special to her and she would have loved it. The funny part is they asked if it was me and read me all of my information that was included, they just never did it. Also, when we arrived our driver was late. We stood around for about 15 minutes waiting for him, it started to make me a little nervous that maybe i had booked the wrong date or something.
My experience with the transfer to the hotel wasn't a good one cause the driver left me at the airport. It took over an hour to get through customs and then I had damaged luggage to deal with. The company that Viator uses for transport from the airport needs to have a better understanding of custom.