I only had a couple days in Shanghai so decided to do a day tour. After looking at those available, I usually check Trip Advisor to see who other travelers have had good experiences with. Then I usually contact the tour operator directly to reserve.
Unfortunately, this time I booked on Trip Advisor which uses Viator.
The ad for the tour I picked indicated pick up and delivery at my hotel. I specifically insisted in my booking that they should not charge my card until after confirming my hotel pick up. The charge went through in less than 10 minutes. I then tried to contact Viator's famed 24/7 Customer Service for help. I wanted to see why they ignored my direction not to charge before confirming hotel pick up. I did not receive any sort of response until the next day. In the long run I received three emails from the Viator that obviously came from a set of canned responses and was basically told, "too bad".
I got help from locals and figured out how to use taxis. Having to get the start of the tour and back to my hotel added almost 3 hours to my day and cost me an additional $40.
I would strongly recommend that anyone reserving a tour do so directly with the tour provider so that they don't have to endure an uncaring middle man.
Product or Service Mentioned: Viator Tour Booking.
Reason of review: Order processing issue.