06 May 2025
I've used Viator many times: Rio di Janeiro, Los Cabos, Europe, etc.
We booked this particular tour, arrived 1/2 hr. earlier, waited and waited. No one showed, no one looked for us at the site, no one called.
7 min past the hour, we realized the tour guide was not coming, we called the tour operator and were sent straight to voicemail. Then we called Viator, they tried to connect also with the tour operator, they got no answer so they offered to reimburse our money.
Hours later, we received an email from Viator saying they WON'T reimburse us.
If you book this tour, and the tour guide does not show up, you're on your own. See other people comments about last minute tour cancellations w/o reimbursement.
I will NEVER again use this app to book tours.