Laurie Graffo

Review of Highland Explorer Tours

My friends and I each booked a 3-day Isle of Skye ...

My friends and I each booked a 3-day Isle of Skye tour through Viator that was to take place through Highland Explorer Tours in July 2017. We each needed our own rooms and we booked that option a few months ago. We then received emails from Viator stating that the tour requires double occupancy. I could not get anywhere with Viator customer service as they continued to email and I asked to be called to discuss the specifics and our needs to have individual rooms. They sent me over to Highland Explorer Tours and they were even less accommodating. I understand this was a Viator initial mistake but this is supposed to be a TOUR COMPANY!! They just kept stating I needed to deal with Viator but Viator cannot fix rooms on the back end - that is the tour company's role. I asked to speak to upper management and the rep said they didn't work in that office and said there is another representative trying to deal with this issue with Viator but wouldn't allow me to speak with them either. There are several ways this tour company could have helped us in securing rooms elsewhere as part of this tour but they could have cared less. Management should have called me to resolve this issue. We are all cancelling our tours with Viator and this company. I travel all over the world and it is extremely rare for me to write a negative review. I recommend people use A DIFFERENT TOUR COMPANY as Highland Explorer Tours has shown no interest in their customers and issue resolution. :(