Lousy experience. Pelago needs to check its offerings before listing!
Bought a pair of tickets to visit the Basilica Cistern that was supposed to come along with an audio guide. The link provided led me to a page which required a login and password, which was not provided in my confirmation email nor the ticket itself. Tried contacting Pelago help only to realise that it's not 24/7 which makes no sense given I'm in a different part of the world. When I finally got someone on this I was advised to turn up at the site to look for a banner which will contain a QR code. The was no such banner, and when I checked in with the staff at the Basilica they were unable to help and told me to purchase the guide separately. That required me to re-queue at a separate line, which probably required another hour long wait. I gave up on that and contacted Pelago to feedback, and was informed that they were in contact with the partner to check if a refund was possible and will get back to me in due course. This to me is unacceptable when it comes to service recovery. Shouldn't Pelago make good immediately, especially given the fact that they didn't bother to check the product prior to listing it? Also, the transaction relationship is between Pelago and me, regardless of whether Pelago is acting as an intermediary. In my view I am Pelago's direct customer; what happens between Pelago and its partners should not be my concern. To have me wait for a resolution between Pelago and its partner is an abdication of its duty of care to its customer. My intent is not to fault the customer service help team (they were professional) but certainly the design and approach of his situations like these are handled leaves much to be desired.