Ground 0 and World Trade Center Tour with 911 Museum Upgrade

The guide never showed up at the venue and the tickets were therefore invalid. We had to buy new tickets on site at the 9/11 memorial.

We were scheduled for a 1PM 60-90 minute Ground Zero tour that was to start in Battery Park and end at the 9/11 museum. The vendor called at 11:35 and asked when we were coming. I told him our directions said to be there at 12:45. He asked that I call him when we were on our way. I called him at 12:30 on our way and he redirected us to join a tour in progress that had started at 12:15. We reached them around 12:45. The guide was excellent for the 15-20 minutes we had him at the survivors tree and two memorial pools. I called the vendor at 1:10 to ask about a refund and he wanted us to wait for him to come to us in 10 minutes and restart the tour in Battery Park. We had another commitment at 2:30 and told him that wouldn't work and we were disappointed that he hadn't advised us that the 1PM tour had been cancelled. Had we been informed we could have done the 12:15. I asked for a partial refund and then was directed to contact Viator. I tried multiple times to explain the situation to Hazel and our request for a refund. I was told they would contact me with a resolution. We received a $7 refund from our $71 payment. We paid $64 for a 15-20 minute tour. The guide was excellent but overpriced for the length of the tour. We have used Viator for multiple tours in Europe and have been very happy. We are very disappointed in how Viator handled our refund request for this aborted tour. We may need to review which tour company we use going forward.

Our guide was lovely - it was just the two of us so we were able to chat with her & ask lots of questions. She was a New York local so it was interesting to get a locals feel for the place. We did the museum upgrade & spent five hours in there. Very humbling experience.