NYC Private Guided Sightseeing Tour by Limo

I’m a travel consultant writing this review on behalf of my clients. I’m writing to inform you about a bad experience my clients had with this recent Viator tour- NYC Private Guided Sightseeing Tour by Limo. I’ve used Viator for my clients several times over the years & to date have not had a problem, until now. We hold Viator in high regards for our clients experiences & want to (need to) trust that the product we are recommending to our clients is not only accurate, but exceeds their expectations. Unfortunately, neither of which happened with this particular tour for my clients. Problem #1- The original private guided NYC limo tour booked on Friday, July 12 was cancelled in less than 24 hrs by the tour company without warning or explanation. This cancelation left me as the agent scrambling to find another similar tour available for their date in less than 48 hrs (Monday, July 15). On the morning of Saturday, July 13 I called Viator & spoke to “Michelle” or “Mich” who assured me that there was another private guided NYC limo tour with a “certified tour guide” available for less than half the cost (?). She assured me that the driver was a certified tour guide & could drop the clients off at their next tour’s meeting point, she then put me on hold & reached out to the tour company directly to give instructions & address. Problem #2- During the private guided NYC limo tour, it was made aware to the clients that the driver did not know about the modified drop-off spot & didn’t have the address. Confused, the clients texted me from the limo asking if I could reach out to the limo company & give them the address for the drop off location (which I was assured by “Michelle” that she had done this already directly with the limo company…Pier 16, 89 South St). I called the limo company directly, explained the situation & they looked into it. I was then told that the driver did in fact have the modified drop-off location address, and there wasn’t a problem (?), but they would call the driver directly & confirm he had the address. I also texted the address to the clients so they could share it with him directly. The client should never have to reach out to the agent with concerns during the tour! Problem #3- Shortly after the tour was finished, I received this feedback from my client: “Hi Ashley, we wanted to give you some feedback about the limo service- it was not the best. The limo was old & the air conditioning did not work well. The driver was horrible, he did not communicate at all or tell us anything about the attractions. He had no plan of sites for us.” My concerns as the agent- if this driver was in fact a “certified” tour guide, and this tour is a private “guided” tour, that would lead me to believe he would be sharing info about the attractions to the clients, correct? The tour description gave different points of interest that they would stop at, but he didn’t have a plan, why? Why did he seem unaware of the drop off location, even though this was communicated to the limo company by Viator (Michelle) and also conformed again when I called directly (if that’s true)? Why is this limo company using old limos with sub-par air conditioning, in the extreme heat of July? As an agent using Viator tours, I should not have to ask these questions or confirm the level of service my clients are receiving or paying top dollar for. This was an expensive tour, and I feel it did not match the level of service stated in the tour description. Viator should reconsider using this limo service for any tours moving forward.