Booked with Viator before going on our cruise. Unfortunately, we never received directions for meeting spot (maybe went to Spam?). At any rate, ticket said 9:00am. Because we could not find hotel, we arrived at 9:10 am. Viator basically said, "tough luck and no refund." We even asked about us getting a can yo meet bus at their next stop. Said driver has his phone off and no way for them to tell us where to meet. We ended up getting a local tour for A LOT less $$$ and we're very happy. Not anxious to use Viator again where they would not go that "extra mile" for customer satisfaction. By the way, they did have our telephone number but did not call to see if we were still coming. Horrible customer service!