Hello, I'm a tour operator, or "supplier" in the Viator lingo. My comment is based on the perspective of a tour professional.
Tour operators are fed up with these people who act like pimps, charging 25-30% fees for not doing anything. All they do is have a platform where you book which often times is erroneous, they are the middle men who float our money for a month, never reply to emails, and have the same nonchalant attitude as Trip advisor, their parent company. We are the ones who do all the leg work, the ones who actually care about customers, the real tour guides. A Hollywood agent makes 10% from work that his/her actors book.
They work their butts off for that 10%, making calls, pitching their clients, etc...they deserve that 10%. These crooks are abusive...25-30%!!!...and they don't even care to respond to our inquiries, no support, no customer service, but expect you to take on a tour within 24 hour notice, yet pay you if you're lucky next month.
I recommend that consumers contact tour operators directly. It is a fallacy that they offer the "best rates."
This person wrote the review because of poor customer service at Viator. Reviewer claimed that he or she wants Viator to read this review and look into the issue (if any).
If you have a chance, please contact him/ her to briefly discuss his/ her negative experience with the company.