I planned a boat tour via Viator for my friend's bachelor party. The cancellation period had passed so therefore I was under the assumption it would go ahead. 3 days before the boat trip, I suddenly got a notification via email that the tour had been cancelled without any clarification. When I followed up with Viator I found the customer service extremely unhelpful. They played it off as "these things can happen", and, "we are just a middle man". They only made effort to offer an alternative when I chased them for it, and once they found something, it turned out to be a more expensive tour with a completely different schedule than what we aimed for. With 3 days notice it was too late to arrange a decent alternative. From my perspective, the organisation is unreliable and didn't care about hanging us out to dry, even though 7 people were depending on this trip to go ahead.