Airport pickup - Good pickup. Comfortable car. Pleasant service. Got me to my destination safely. Would do it again. A great start to a new country

Sam was an excellent driver - Sam was excellent! He was ready for me when I exited the airport and made sure I was comfortable throughout the ride. He told me many facts about Kigali and pointed out interesting landmarks along the way. Would highly recommend!

Above and Beyond - Mark and Wilson were angels! The Airbnb we booked turned out to be a scam, but they stayed with us, called some nearby hotels to compare prices, drove us to them to see which we liked, and helped us take out our luggage. I couldn’t believe how kind and helpful they both were!

Nik Resolves the Nightmare - This transfer was challenging for both me and Viator. I arranged for this transfer months in advance and Viator has excellent communication. On the morning of our trip which began in Washington DC, the airline cancelled the first leg, which then impacted the 2nd leg. The airline switched us to a different set of flights which left 4 hours later. Although I didn’t like the new flights, I contacted Viator of the change in arrival times. That part worked great. Through numerous phone calls with the airlines, we managed to change to flights that mirrored the timing of our original ones. I contacted Viator again, but this time they said that they didn’t have anyone to pick us up (even though it was quite close to the original reservation). I called Viator’s first assistance number and the man told me that he hadn’t given Viator permission to call that number. He told me to call the second number. I did so and was met with them not having anyone who could complete the transfer. By this time we’re getting close to boarding and I started begging for help. Our first flight landed in Brussels where I ultimately chatted with Nik. He was the miracle worker. He told me he found a source and that the source would contact me. By that time, I was in the jetway boarding the 9 hr flight to Kigali. I was stressed the whole time because I wasn’t sure I had the confirmation. When we arrived in Kigali, I had a message from Patrick saying he was waiting for me in arrivals with a sign with my name on it. What a huge relief! But it was a day filled with anxiety precipitated by the airline that canceled at the last minute. I normally give Viator 5 stars, but telling me they couldn’t manage the transfer at the last minute was a nightmare. Many thanks to Nik for seeing it through!

Smoothie with one bump in the road - Our driver Happy was waiting for us at the arrivals hall with a sign and a smile. He had texted us on WhatsApp to let us know he was there. His vehicle wA clean and comfortable. Our only glitch was that we had changed hotels since originally booking and had updated it on the Viator app and had confirmed on the site prior to arrival and our poo driver hadn’t been updated. He drove us to the first hotel and showed us his Viator app showing that address. Upon realizing the mix up Happy was totally fine with getting us to the proper hotel quickly and still with a smile. We would recommend this service for sure but would suggest confirming with the driver at pick that they have the correct destination.

Inflexible Vendor - My business travel was cancelled last minute by my employer. I attempted to cancel my Viator booking for private transfer, realizing it was within the 24 hours needed to cancel. The request was relayed to the vendor and denied. I understand that the policy was to cancel prior to 24 hours, but given the vendor's lack of understanding and inflexibility I will not be using them when I reschedule my trip to Kigali.