Booked a trip with Viator. Set pickup and everything online. Confirmed with the customer support agent before we booked that our details were correct. Received a notice that we had to pay the tour agency and additional 100 dollars for our tour. In addition to what we already paid and agreed upon. We also received a written answer supporting our claim that there would be no additional fees. We called customer support a second time and then they told us that we booked incorrectly. Despite the fact that we selected our pickup location out of their drop-down menu for the tour. They refused to issue a refund or even attempt to rectify the situation over the phone. And kept insisting that the only way forward was to escalate the issue and that if could take anywhere from 24-48 hours to resolve. A terrible answer for someone who is on vacation in a foreign country and relying on an American company to prevent these sorts of issues from occuring in the first place. Steer clear.