Went with 3 others to Italy over Christmas break 2014. Booked a boat taxi from Venice to Marco Polo Airport through Viator as one of several tours booked through them. We followed the instructions exactly as stated on the voucher - bring the voucher to the dock and present to the boat driver. Apparently, another Spanish couple followed the same instructions. When we arrived at the dock 10 minutes early, the boat captain said we needed to have tickets. We argued with him for a few minutes that the instructions exactly said and only said to bring the voucher - and that we needed to get to the airport. He kept saying we needed tickets. When we asked where can we get tickets, he said that the ticket office doesn't open for another hour and is located about 30 minutes away (walking). We kept arguing with him to accept our vouchers in which he just said "incompetent Americans", undocked, and drove off. Fortunately, there was an officer that spoke Spanish who listened to the confrontation and told the Spanish couple to just wait for the next public shuttle. We followed (without public shuttle tickets and just hoped they would not check for tickets). The officer told us which stop to get off at, and which bus to take to the airport. We ended up making our flight, but not with the taxi we booked through Viator.
Upon arriving to the States, we requested a refund through Viator. After several attempts and a month, Viator said that we were a "no show" and declined to refund us. We ended up going through our credit card company, who refunded us after 3 months.
I will NEVER book through Viator again - we have booked through Viator for numerous trips to Europe without problem. Once the tour company wrongs us, Viator takes their side.
Product or Service Mentioned: Viator Tour.
Reason of review: Poor customer service.
Preferred solution: My solution came through the credit card company refunding the money. I am not looking for anything else from Viator..