The tour tickets showed tour time is 6:30am, viator threw us away in pickup site before 6:27am, (this only I told them we were there at 6:28 for sure, so they made up their car left at 6:27am) and counting us as no showing !!! Viator charged our full tour fee $431.96 from my credit card without discussion and investigation right way. Viator tour operator ignored all my request but money payment! The cheeky Kiwi travel in Auckland NZ owner Mark cut my phone 5 times and insisted punishing us to pay $431.96 because he has a evidence the e-mail I made on April 7, but skipped all my emails I sent on April 10, he knew he represented Viator who guarantee 24 hours customer service but Mark had closed his office going home sleep and ignoring all his king customer’s requests. Mark made Viator 24 hours customer service became junk and scam!! My T-Mobile phone statement shows their tour operator never call me once, but Mark said his operator called my both phone numbers( one is they made wrong number 48, one is my right phone number) I have my Viator account for years, my phone number always the same, Mark got my phone number wrong by his irresponsiblity and carelessness. I e-mailed them twice asking Mark to make my phone number correction. But they called wrong number only. The cheeky kiwi in NZ owner Mark is such dishonest and irresponsible and unprofessional tour operator who not only cut my phone call 5 times, but also he insulted me a woman so badly, I cried few hours for his insulation. When he responded my review on Viator website, he lied again “we were very late “, we showed up before our tour tickets time 6:30am, we were not late, we were on time! But why Mark tried distracting people’s attention? Why Mark made such false statements? He made excuses about other people waiting, so he had to leave? This was only a small group tour( one of Viator e-mail showed private tour). I was a tour guide before, I knew there is a law enforcement about tour customer service which is no less than 10 minutes waiting and no longer than 30 minutes waiting. So from 6:20am-6:27 was less than 10 minutes, Viator tour violated law! We got tough break meet such irresponsible tour operators! Viator brought us such painful experiences!! We came all the way from Los Angeles to Auckland for this tour, but Mark ruined our trip, our mood. I doubt he did all 3 fatal mistakes purposely, because Mark could keep whole $431.96 without paying our entrances tickets and offering us any service! Woo, so greedy and horrible, unbelievable!! Products used: Viator Service Value Shipping Returns Quality Show less Comments (0) Viator charged my credit card $431.96 without giving us this tour by their mistakes, horrible! Viator didn't respond my latest request but only responded my payment question in 4/11 morning! Viator only followed my 4/7 email, ignored my 4/10 email? If a person died after 4/7 email, Viator had to follow his 4/7 email and charge him full money. Mark who is the owner running Cheeky KiWi Company in Auckland NZ can't excuse about his office closed at 7pm but My request made 7:45pm because he represent Viator who promise 24 hour customer support, we can cancel 24 hour before tour starts, this 24 hour customer support is in 24 hours before tour starts , Viator/Cheeky Kiwi travel ruined Viator reputation!! We hate you so much