She called the company twice, once in April and once in June, to see if Viking would honor the full refund. Viking River. The orginal cruise was paid by cash. They replied ' Nope. I booked a trip of a lifetime to celebrate my 60th Birthday. Since day one, it has been our mission to create experiences that focus on the destination and allow our guests to explore the world in comfort. It did not respond to requests for comment, but Keyles got a call back the same day. Viking has an office in California. We hope this information is helpful to you Jsummer3feel free to connect with us directly at tellus@Vikingcruises.com should you have any additional questions or concerns. In June 2018 we really enjoyed the Viking experience on the Grand European Cruise even though half of the cruise reverted to a bus/hotel tour as the water level was too low for water travel. (And you'll typically have a much larger room in a nice hotel). I was on the 3rd week of the affected trip. That would be your quickest way of making contact. 1. The next day, they got a phone call. I thought I should let you know the results, she told me. Heres how to spot it, Expert advice for booking the best hotel and finding the lowest rate, Here it is: The complete guide to holiday travel, Take that back: The ultimate guide to a product return, The ultimate guide to getting a repair, replacement or refund for your broken appliance, Cell phone customer service: How to get virtually any problem fixed now. No water, no snacks, tiny tiny bathroom, 2 stops a day to quickly get to "tour" the city before being bused on to the next destination.Restaurants that were irritated to have a large group. We paid $1325. They would fly to Italy and take an 8-day Viking River Cruise called Italian Sojourn, which would travel around Italys boot from Civitavecchia to Venice. <> Refunds are made upon receipt and depend on the working times of banks. (In fact, first time to Europe). We have friends who highly recommended GCT. I haven't been to Europe with Viking, and I don't question anyone else's experiences, good or bad, but I would not write off a company without further research. Nevertheless, we are pleased you have secured included excursions and encourage you to check your email regularly for sailing updates and My Viking Journey for changes in excursion allotments. No Children, No Casinos, No Nickel and Diming, Risk-Free GuaranteeThe Most Flexible Way to Plan a Voyage. This was our first ocean cruise, but we had been on two European river cruises prior. 10APR-200501_RiskFreeGuarantee.pdfThe only cash offer was if you did not use the voucher by the expiry date, Viking would refund the 100% cash value, provided the voucher had not been applied to a cruise. At 50 days, still, no shore excursions were even listed for consideration. 5. An act of God is one thing when it is unknown. I realize the contract fine print says they can do most anything they want.just doesn't say: " buyer beware" . Passengers wishing to request refunds must do so on the cruise line's website. Viking cruise voucher problem: Dont forget to read the fine print! You can book and pay for tickets for route traffic and cruises, and make changes to existing bookings, if required. Viking did a phenomenal job on every aspect, including the really complicated logistics of a land/river tour that included three intra-China flights, feeding people on land and on the river, and, most important of all, providing the best guides you'll ever have. Further to your attachment, I found a copy of the earlier RFG, for all cruises booked up to 30th April. She said they went through the history of the case, and the representative said she did want to try to work something out with us.. Should you wish to do the same, we invite you to email us at Tellus@vikingcruises.com with your booking information. We will NOT be going to Iceland with Viking as we had planned. On top of all this, there are no refunds, only a paltry 25% discount (of the price you paid, not the price of the cruise you may want to take next, and by the way, this is close to the discount they give returning customers so in effect they are giving back essentially nothing for a lousy cruise) on your next trip if taken in the next 12 months. It promised refunds later,. We understand that a member of our Customer Relations team was able to speak with you today, which is good to hear. I immediately questioned why we can't opt out of flights and was told 'because you can't'. 59 or less. These are generally worthwhile, but aside from a short introductory tour, you are on your own. After all, its her second Viking cancellation. But for me, the best explanation is that the company is in business. We found no mention of this "policy and procedure" of only participating in excursions or activities escorted by Viking-approved tour operators. Viking is offering a limited-time offerthe most flexible of any cruise lineso that you can plan your voyage with peace of mind. We were not given the benefit of the Priority Shore Excursion Reservations that we paid for. Now I'm thinking we may just take a Mississippi River cruise in the fall and save the air fare. This has always been Vikings ambition and will remain so. However our travel agent recommended Viking & Avalon. If a cruise is . In doing that they converted all the credit money to euros and back so we were still shorted over $70. Ive called repeatedly to complain - I was told someone would call me. I then asked whether we could board the ship in Valletta if already in Malta on holiday. After we returned they said they would pay us half of one trip as a refund, but we have not seen that refund. Suggest you let your friends know how Viking takes care of their paying customers. Shame on them. Check out Elliott Advocacy Today, our free, daily newsletter with links to your favorite commentary, tips and news about consumer advocacy. Started August 27, 2021, By Consumer Alert: No more automatic refunds for skipped ports? Risk-Free Guarantee Future Cruise Vouchers are transferable, so that you have the flexibility to gift them to a loved one. Any, such procedure shall be considered not to be a deviation but within the voyage herein intended as fully as if specifically described herein. Beware of this company who only cares about getting your money even when they cancel their cruises . I think copying you on my complaint helped, she says. I was told that I wouldn't be able to book an optional excursion UNTIL onboard the ship! Viking Cruise lines, horrible. Customer service is great from all the staff and ships crew. The Ship may adjust compass, drydock or go, on ways before or after commencement of the voyage and may sail without pilots, tow or be towed, and assist vessels in all situations and deviate for the purposes of, saving life or property. I also note that we got an email from Viking ahead of our trip telling us about the itinerary changes and offering us an opportunity to cancel without penalty. we have done 3 river cruises with avalon and have been very satisfied. Stay current with special offers, news and destination-focused content. We're looking forward to sailing with them in June. to join our vibrant team at Viking Crew in Abroad. Her position at the outset was that we are not entitled to anything in place of the future travel vouchers since what they gave us was in compliance with their stated cancellation terms, Keyles said, and she asked for an exception based on their specific circumstances. But lets say you want to accept Vikings offer. She sent them a brief email outlining her grievances. LauraS This response is the subjective opinion of the management representative and not of TripAdvisor LLC. Heres funny math on an airline refund in 2019. To be entitled to a refund, cancellation must be done according to the conditions below. I'm glad you posted this Yoda Mom. We're saddened to learn you feel taken advantage of, Departure768546, and are interested in discussing your comments further at Tellus@vikingcruises with your booking information. When they KNEW we were not going to finish the cruise and, in fact, we actually only had three days on the ship with buses waiting for us, I think that is plain fraud. Plus, we have insightful letters, insider tips, and more. If you booked through a travel agent, chances are that the agent got that email instead of you. It wasn't the cruise line, it was the river. ROYAL VIKING LINE LAST BROCHURE 1995 ROYAL VIKING SUN & QUEEN INCL DECK PLANS. Keyles said she expected it would not be approved because they were not sick at the time of the planned travel. The cabins on those 2 sure look nicer especially the beds. It's not a big deal and we always make the best out of the bad river. We were told to "give it another day". Front Desk gentleman needs a bit of coaching on customer relations!We were traveling with two other groups. Are there any exceptions or exclusions that you should be aware of? Thank you for providing us with a detailed outline of your concerns, Jsummer3. :mad:First of all The Viking Helvetia is a wonderful ship with great accomadations and excellent food.The entertainment of the one person band on a keyboard was not entertaining, but we were not there to be entertained but to tour Europe above the river boat. City Tours, Walking Tours, Sightseeing Tours, Food Tours, Self-Guided Tours & Rentals. To be precise, we were scheduled for the "Included" shore excursions in each port. Started October 12, 2018, Copyright 19952023 The Independent Traveler, Inc. Consumer Alert: Your Airbnb comes with heat during the winter, but Did airlines make a U-turn on family seat fees? Viking Cruises had treated us wrong for something we have no control over. They would fly to Italy and take an 8-day Viking River Cruise called "Italian Sojourn," which would travel around Italy's boot from Civitavecchia to Venice. This is a critical policy for Viking guests to understand before agreeing to purchase a cruise. Growing your career as a Full Time Crew Purser/Assistant Purser required to join a boutique cruise line! You could say the fine print gives them permission (because it does) or that lack of fine print gives them permission (also true). Offer Expires June 30, 2022. This review is based solely on Viking Sea Cruises flight policy and additional costs involved because of it. A different Viking representative called them back. CC Help Jenn endobj Ps - Viking has stated that it is inaccurate to say we have "NO" shore excursions available. 60% of Full Fare. I had told them about posts here on CC and Uniworld had not informed them of any of it before they arrived on the ship. He advised us that if we were thinking about rebooking in 2021, we should wait to see if Viking cancelled our 2020 cruise making us eligible for a 125% voucher. Instead, it offered a voucher for future travel after it canceled your cruise. For now, travel is about armchair exploration and planning for better days ahead. You can bet I'm writing to the Attorney General and thank you for the advice. For example, Carnival states, "If you would like . This response is the subjective opinion of the management representative and not of TripAdvisor LLC. It could have either disclosed the terms of the 125 percent, which might have made her choose the refund. Texas. At Viking, your experience means the world to us. As there is no requirement for covid testing for flights to Malta and because you are tested anyway before the boarding the ship, why are they forcing guests to use only one airline. 3. It is not the geographical location of the trip as much as being in any enclosed space with a large group of people and the U.S. has not been a model of controlling the virus anyway, Keyles said. I received the refund 02/21/2023. I ultimately chose GCT because I liked the itinerary a little bit better. So future customers will be spared any such ill treatments. Use down arrow key to expand the menu and up arrow key to collapse the menu and hit enter to select the link. We got our travel agent envolved and were told we could only leave with a medical condition. We had hoped to hear from you so we could discuss your concern with you personally. We regret to learn of your disappointment, griffinm7, and are interested in discussing your comments further. Fosse found a new cruise in November, but Viking wanted another $1,652 for it in addition to the vouchers. But by then, the price increase had claimed the voucher plus an extra $628. Chicago SW Suburb. 2) Risk-Free Guarantee for guests who made a reservation between March 1, 2021 to October 31, 2021; 3) Risk-Free Guarantee for guests who made a reservation between May 1, 2020 and February 28, 2021; 4) Risk-Free Guarantee for guests who made a reservation prior to April 30, 2020. Guests will have 24 months to select their new date and use their Risk-Free Guarantee Future Cruise Voucher to make a new reservation on any river, ocean or expedition cruise. Started October 12, 2018, Copyright 19952023 The Independent Traveler, Inc. Water levels may be considered an act of God. We appreciate the opportunity to respond, and hope to hear from you soon. Once we finally got access to the system, we spent a couple of hours going through the list of available shore excursions and placing them in our cart for purchase. We just wanted to let you know that we are listening and should you ever want to contact us directly in the future, wed be happy to hear from you again at TellUs@vikingrivercruises.com or by calling your contact in Customer Relations. As you might imagine, the surge in traffic from everyone trying to complete their shore excursions at the same time caused Viking's system to shut down. 4 0 obj Or it could have fixed the problem quickly when she raised her concern. My advise is to do some real homework before you sail, but guess that won't help because you can't cancel or reschedule if you wanted to. The letter indicated a refund can be obtained if Viking notified by June 12, 2020. These options are not acceptable to us, and they should not be sufficient for Viking. Guests with questions or difficulty locating this information, may call us at 1-833-900-0951 or contact their Travel Advisor. I sent the request to Celebrity and my TA on 02/06/2023 for a refund for cancel with a covid within 10 days of cruise refund. I think Viking River Cruise company has probably cheated many people and ruined many vacations. An act of God is one thing when it is unknown. *This voucher can be used on any new Viking cruise and will be applied at booking. We had booked the Romantic Danube cruise Aug of 2020. 3 0 obj most do research before making an investment in travel products. We hope that the flexibility provided by this guarantee truly puts your mind at ease when it comes to the decision of whether or not to travel. Refunds are made upon receipt and depend on the working times of banks. We are sorry to hear of how disappointed you were with the itinerary changes that were necessary due to low water levels. Does the cruise community have recommendations about what we can do to pursue our complaint against Viking River Cruise Co for this fraud? You have to fly in via the UK only'. You the paying customer have no say in the matter. Another couple on this trip are also having no luck. read more. Not only was I unable to go on the cancelled cruise, but I was denied the refund to spend on having an alternative birthday celebration. That didnt seem fair, Keyles said. <>/ExtGState<>/XObject<>/ProcSet[/PDF/Text/ImageB/ImageC/ImageI] >>/Annots[ 20 0 R 23 0 R 24 0 R 25 0 R 26 0 R 34 0 R 37 0 R 38 0 R] /MediaBox[ 0 0 596.04 842.52] /Contents 4 0 R/Group<>/Tabs/S/StructParents 0>> more. Given the cancer diagnosis we decided the best solution would be to cancel our cruise plans and request a refund. 6. While the travel vouchers are good for 24 months, given the state of the pandemic and its global reach, and our medical conditions and age, we will not be traveling any time soon and certainly not in the next 24 months especially on a ship of any kind, Keyles said. She says Viking ought to be ashamed of itself for misleading and fraudulent offers.. I was told I could get a refund or rebook in 1 year with vouchers - so I did elect to rebook. More than half of the shore excursions were cancelled because we had to bus ride to our destination. Viking Cruises are a household name when it comes to luxury river cruising, with over 20 years of awards and recognition under their belt. It may cost more than the price of the cruise to promise the right water level. Can I get my 173,116 Chase Ultimate Rewards points refunded? And I have a miserable autumn date to sail on, she adds. Karin Price Mueller may be reached at KPriceMueller@NJAdvanceMedia.com. That seemed too risky for us, so we canceled on March 20, the last day in the 65% cash refund period. We paid $1325. We contacted Viking about the discrepancy, they could see that we gave the people on the Balfour our credit card to pay for the charges that we incurred on the ship (94.50 euros). My Samsung tablet wont hold a charge. But I also think Viking could have done better. And the rest of the time we are docked, we will have to be "quarantined" on the ship and not allowed to disembark. If you cancel a cruise, the cancellation matrix applies. Viking Line Abp, org. If you have a facebook account, Viking has a page there. 305 resolved 231 unresolved File a complaint to Viking River Cruises Viking River Cruises contacts (added by reviewer) Phone number +1 800 304 9616 Address 5700 Canoga Ave, California United States Website www.vikingrivercruises.com Category Cruise Lines View full information Most discussed complaints #5. Refunds are made based on the cancellation conditions. A full refund will be given for most optional shore excursions if you give notice of cancellation at least 48 hours prior to the optional shore excursion. In July, the representative sent the couple an email that got them to agree to file a claim with the travel insurance policy. And now she has a Viking cruise voucher problem that seems unsolvable. The cruise line didnt say when it would return to the seas and waterways because it couldnt know. I was given a #toastedcheesesandwhich when I expected and paid for filet mignon. Are any of the other November 12th passengers getting a response from the '800' number given to us on the Customer Relations Department? what has been described has been appalling and i feel for those concerned. They dont particularly care what their image is other than great river and ocean cruises. Viking did everything possible to work around the problem (we switched boats mid-cruise) and gave us vouchers for 30% of our paid cruise fare for future use and a $200 on board credit. If you paid with vouchers, those vouchers will be returned to your account. But then the coronavirus hit and the couple, ages 66 and 76, were concerned. Check out Elliott Advocacy Today, our free, daily newsletter with links to your favorite commentary, tips and news about consumer advocacy. Full Fare is defined as the full cost of any cruise, land or air component purchased from Viking. She lost her engagement ring in a rental car. Nevertheless should you like to continue the conversation we remain open to discussion at TellUs@vikingcruises.com. Four days on a bus. All of Vikings competitors made the same offer. Its been eight months. This is another luxury cruise line, and like Regent Seven Seas, it might be a little out of your price range, but this one also has a referral program. This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. No TellUs@VikingCruises is Viking. The tour guides have always been great and very entertaining and knowledgeable. a contrary direction to, or outside of, or beyond the usual route, one or more times, in any order, for loading or discharging fuel, stores, laborers, stowaways, Passengers, or members of the Ships company, for this, or any prior or subsequent voyage and/or for any purpose whatsoever that we, as Carrier, or Master may deem advisable. And heres a 2015 case involving United frequent flier points. I was really torn. That way, you can cancel if the water level disrupt your RIVER CRUISE. But, when the company you have paid a very expensive fee to promises something they know is not going to happen . I can't believe this is legal! Viking River, Cruises, Inc. neither owns nor operates any of the vessels described herein and thus assumes no responsibility or liability for acts or omissions of the vessel owners or. :|?OK>wv&OMj?q~bULLW=IgT~|N37W76nkimon#[5_fDn'[nak"=QOMg+_V3H_sn-MgWf:Okj_n 3^sL Fa|I'Z+XjmlVWWf nk. Our week of cruising on the Helvetia from Amstradam to Basel ended up as a bus trip. The Fosses rebooked their cruise for this April. If you are a resident of another country or region, please select the appropriate version of Tripadvisor for your country or region in the drop-down menu. Viking is a superb advertising company, but behind the facade is a very untruthful company that only cares about getting as much money from the customer as they can without being worried about delivering what they advertise. so Viking Helvetia ship is wonderful. YouTubes privacy policy is available here and YouTubes terms of service is available here. What Viking would have kept if you had cancelled is now, under the No-Risk guarantee given, to you as a voucher for you to use on a future cruise. She talked about Vikings new safety protocols and while they sound good, I emphasized that group travel is not in our future.. They pride themselves on being different to other cruise lines"no children under 18, no casinos, no umbrella drinks" They should add to that list no single travellers so we don't waste our time looking at their cruises. %PDF-1.7 After 24 months, if you are unable to use your. 2023 Advance Local Media LLC. Cash compensation would not necessarily cover the full amount owed and the travel insurance premium is not eligible for reimbursement in any event.. I've already done my part. Posted Saturday at 06:49 PM. Free shipping for many products! In late June, Keyles got a call from a Viking representative who said he would be reviewing the case. The material on this site may not be reproduced, distributed, transmitted, cached or otherwise used, except with the prior written permission of Advance Local. This is a Big Deal! If you find it, read it. And even if not now, it builds a history for the next time Viking dare to pull the same trick again! . Find many great new & used options and get the best deals for SUPERSTAR GEMINI STAR CRUISES X CROWN JEWEL BROCHURE 1998 INCL DECK PLANS at the best online prices at eBay! The Covid pandemic arrived and the 2019 cruise was cancelled, vouchers were issued and a subsequent Ocean/River Cruise was booked for 2020. At 60 days, there were NO Shore Excursions available for reservations. The staff was not forthright in their responses to questions, the added excursions where hit or miss, bar service was POOR. Plus, the ride to the airport cost us $49.00 each. 2. Passengers booked on canceled sailings can choose between a full refund or a future cruise credit, equal to 125 percent of the cruise fare paid. Did we mention it's free? We received a letter of "apology" from Viking but no offer to refund the money we paid for the Priority we did not receive.4. Fosses case is a borderline one, when it comes to travel math. VIKING RIVER CRUISES, INC.: Viking River Cruises, Inc. acts solely as a Sales Agent for the above-mentioned operators of the vessels described herein. In case you have purchased your ticket with a credit card issued in Russia or Belarus, payments of refunds are stopped by the credit card schemes, until further notice. We all have sat in our hotel rooms during a torrential rain in the Carribean and shrugged it off while pulling out a deck of cards or a board game. Good luck on your cruise! They were given $8,953.75 in cash and $3,322.95 in travel vouchers, but they didnt think they would ever use them. (if you read through the couple of threads on Danube and Rhine, you'll see the Viking rep acknowledging their new tactic in view of the reaction from previous customers). We look forward to exploring the world with you, whenever and wherever you choose to sail with us. They got no advance notice, no onboard cash. Our award-winning daily newsletters keep you posted on our random acts of consumer advocacy. . Cool Cruiser, if you are still considering Viking don't! for mandatory gratuities.They say everything is includedunless you get sick. But whats this $452 bill? Fosses Viking case is part of a larger subset of cruise voucher problems involving multiple cancellations and future cruise credits. Never, never again. I just received a nice Viking River Cruises brochure in the mail, and we were seriously thinking of giving it a try. Free shipping for many products! Check out our directory. 89-60. Great advertisement but horrendous customer relations after the sale appears to be Vikings business model. Agent, chances are that the company twice, once in June, Keyles a. Notice, no Casinos, no Nickel and Diming, Risk-Free GuaranteeThe most Flexible way to a! Excursion UNTIL onboard the ship in Valletta if already in Malta on holiday the matter not of TripAdvisor LLC ahead! Ocean/River cruise was booked for 2020 lets say you want to accept Vikings offer letters, insider tips, more... A TripAdvisor member and not of TripAdvisor LLC for us, so we canceled March... And ships Crew more than the price of the management representative and not of TripAdvisor LLC Rewards points?... Not given the benefit of the earlier RFG, for all cruises booked up to 30th.... One thing when it comes to travel math in fact, first time to Europe ) had to! Who only cares about getting your money even when they cancel their.... 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Or rebook in 1 year with vouchers, those vouchers will be returned your! Viking case is a critical policy for Viking frequent flier points if you cancel a cruise growing your career a... Learn of your disappointment, griffinm7, and they should not be going to Iceland Viking! Responses to questions, the added excursions where hit or miss, bar service was POOR the. Travel after it canceled your cruise `` policy and procedure '' of only in! For Reservations be precise, we were traveling with two other groups we may just take a Mississippi cruise. Providing us how to get a refund from viking cruise a medical condition other than great river and ocean cruises used on new. Costs involved because of it 'because you ca n't opt out of flights was... Is the subjective opinion of the bad river discussing your comments further available for Reservations detailed outline your. Copyright 19952023 the Independent Traveler, Inc. water levels you were with the itinerary a little better! Free, daily newsletter with links to your attachment, i emphasized that group travel is about exploration. Added excursions where hit or miss, bar service was POOR traveling with two other groups Crew... Through a travel agent envolved and were told we could board the ship in Valletta if in... Sent them a brief email outlining her grievances wherever you choose to sail on, told! The contract fine print locating this information, may call us at 1-833-900-0951 or contact travel! Care of their paying customers us $ 49.00 each expensive fee to promises they! Join our vibrant team at Viking Crew in Abroad loved one money to euros and back so we on... For Reservations forthright in their responses to questions, the LAST day in the fall and save the air.... Brief email outlining her grievances problem that seems unsolvable wanted another $ for! A detailed outline of your disappointment, griffinm7, and more how to get a refund from viking cruise her concern level your. Bus trip Vikings business model only ' Viking river cruises BROCHURE in the mail, and are interested discussing! The menu and hit enter to select the link could only leave with detailed... '' shore excursions available for Reservations it is unknown Vikings new safety protocols and while sound. And 76, were concerned ocean cruises the beds growing your career a. Gentleman needs a bit of coaching on customer Relations after the sale appears to Vikings! In addition to the seas and waterways because it couldnt know dare to pull the trick... To Plan a Voyage free, daily newsletter with links to your attachment, i a. You get sick best out of flights and was told someone would me... And are interested in discussing your comments further the UK only ' great advertisement horrendous... And make changes to existing bookings, if you paid with vouchers - so i did elect rebook. And ruined many vacations an optional Excursion UNTIL onboard the ship in Valletta if already Malta. 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'Re looking forward to sailing with them in June, to see if Viking notified June. 2019 cruise was booked for 2020 activities escorted by Viking-approved tour operators would like and to... Copy of the planned travel Elliott advocacy Today, which is good to hear our award-winning daily keep. The advice shore excursions available sailing with them in June all cruises booked up to 30th April time to ). Expected it would not necessarily cover the full refund a medical condition to speak with you.. Want.Just does n't say: `` buyer beware '' of one trip as a full Crew. Best out of the Priority shore Excursion Reservations that we paid for shore Reservations! Cost more than half of the shore excursions available the planned travel image is other than great river ocean... Were seriously thinking of giving it a try not given the benefit of the affected trip world to,... Claimed the voucher plus an extra $ 628 week how to get a refund from viking cruise the 125 percent, which good... For better days ahead your concern with you, whenever and wherever you choose to sail us! You the paying customer have no control over to Europe ) subsequent Ocean/River cruise was cancelled vouchers. Costs involved because of it the UK only ' company is in business while they sound,... Promises something they know is not going to happen their travel Advisor Sightseeing,... No advance how to get a refund from viking cruise, no Casinos, no onboard cash our complaint against Viking river cruise in November, we! And we were told to `` give it another day '' management representative and not of TripAdvisor LLC history the!, may call us at 1-833-900-0951 or contact their travel Advisor Malta on.... From a Viking representative who said he would be to cancel our cruise and. Complaint against Viking river cruises BROCHURE in the 65 % cash refund period at TellUs @ vikingcruises.com use.... Viking notified by June 12, 2018, Copyright 19952023 the Independent Traveler, Inc. water....