While planning my trip to Vienna, Austria in October 2019, I booked a 1-day bus trip to Salzburg on the Grayline website. I selected my hotel as a pickup location. There was no info however regarding the pickup location on the voucher. Upon my arrival in Vienna the day before the bus trip, I tried to reach out to a local travel agent to confirm my intent to take part in upcoming trip and the hotel as selected pickup location (provided the name & address of my hotel). Nobody took the calls, so I left a voice message. Next morning, I was waiting in the lobby at the hotel, but nobody showed up to collect me. The travel agency later said they waited for me at a different pickup location in the center city. They offered me a different day for the same trip but I was leaving for the US on that day and couldn’t accept the offer. Upon my return home, I tried to claim a refund for unused voucher; my request was quickly denied citing the hotel pickup should have been selected during the booking which I did! All my further attempts to clear & resolve the situation have gone nowhere. Nobody bothered to respond to my emails. This was by far the most disappointing customer service experience in years!