From Seattle, WA, we booked a PREPAID Freedom Walk and tour of Robben Island in Cape Town, South Africa (BR 58932574, for 10/3/16), believing that Viator was a credible company because Trip Advisor purchased it (and we like TA). Per the written instructions, a guide was scheduled to pick us up at the hotel to begin the tour.
No one showed up; no one answered the phone for the alleged local office. Believing we misunderstood the instructions, we went to the main ticketing office for the Robben Island tour.
No one was there from Viator and the main office could not help us--in fact, the Island tour for the whole week SOLD OUT while we were sorting out this mess. I finally reached "someone" with Viator, who refunded the price and said the tour was "cancelled." No email or cell phone call about a "cancellation." We are steering all friends and family away from Viator.
Product or Service Mentioned: Viator Tour Booking.
Reason of review: Problem with delivery.
Monetary Loss: $145.
Preferred solution: Let the company propose a solution.