My family and I planned a vacation to a new city in March of this year. On our agenda was to do a City Tour booked through Viator. Due to unavoidable airport delays coming into the city, we were unable to retain our luggage on that day. We were without any luggage, and on-hold with airport customer service for over three hours. We needed to come back to the airport the next day to get our luggage which happened to be the same day as our initial tour reservation. My family and I were extremely excited about this tour and quickly rescheduled for the next available day, which was still within the 24 hr. policy cancellation. I was ALWAYS under the impression that I was receiving a full refund because I followed the cancellation policy EXACTLY. After not receiving the refunded amount after about two weeks, I called the Viator customer service line to receive an update. From there I was told that I would not receive a refund. For reference, this was over $800 I was out of pocket. I detailed the airport incident to the rep, and a refund request was opened for me. The confirmation email for this interaction was sent to me. In this email, I was assured that Viator "will be in contact within the next 7-10 business days" signed by customer representative Marwin. I did not in fact receive any updates from Viator during this time. Due to the lack of response, I contacted my bank to make sure that my well deserve refund would be processed. After not receiving feedback from Viator for over a month, I was shocked and truly appalled by an aggressive email from the chargeback side of the company letting me know I had to pay the balance, OR ELSE!!! The email threatened to pass this on to debt collections, which is not only unprofessional but comical and tacky. I immediately called the customer service line, and surprise surprise they never called me back to follow up, even after specifically requesting to receive a phone call follow-up from the supervisor. I had nothing but high hopes for this company, but I was completely deceived and treated with such disrespect. I can't believe such a "reputable" company could treat a customer this way. I will make sure to spread the word to never use this company.