Update by user May 04, 2017
They refunded the trip charge after I contacted local guide who then indeed confirmed with them it did not go forward. Not sure why I had to prove it to them.
Original review posted by user Apr 29, 2017
We booked a walking tour in San Francisco a week ago. The booking was easy and immediately charged to credit card.
They cancelled the tour an hour and a half before it was to begin, because of no guide. No problem, right? Except they now claim the tour went and are refusing to refund our money. We have used Viator several times before without incident, but this one is making me look to other local options.
Be cautious. Keep your e-mails and phone contacts. We are now in our 5th or 6th e-mail over the issue.
Make sure you want to use them, because if you cancel, the refund may be an issue. If they cancel, it is really problematical.
Review about: Viator Tour Booking.
Reason of review: Return, Exchange or Cancellation Policy.
Monetary Loss: $136.
Preferred solution: Full refund.