I booked a tour and I received an email that I should wait for an e mail with the confirmation. That e mail never came and the next thing I knew was the tour guide asking me why I didn´t show, I explained to her the lack of confirmation and she informed me that Viator has charged me already and the tour was confirmed.
That is not true. I checked my e mail every day I did not received the confirmation. I sent a complaint to the company and though they claim to send an answer in 24 hours I have not receive a word from them. The tour and the complaint was on May 11th and today is May 26th.
I also have been charge for a tour that I was not able to find the tour guide or she/he did not show.
I will never know. The instructions were to meet the guide at St Peter´s Square in Rome. That´s it! That square is HUGE and I asked at everyone of the tour guides there (dozens) and none of them was the tour guide I paid for.
I sent my complaint and, of course, no answer. Both tours are already paid so why should they care.
Reviewer is in unhappy mood. Please immediately contact the author of this review to discuss poor customer service of viator tour booking and associated monetary loss in the amount of $180. Viator needs to issue a full refund according to poster's claims.