Viator is a horrible company that does not fight for its clients when their contracted service provider (Discover) lies, scams and rips off their customers. Viator doesn’t enforce quality, customer service nor a fair refund when services are not provided. Very disappointed!!! I plan to let as many people and sites know my utter dissatisfaction with this company. Viator took our money up front and did not purchase tickets in time for the elevator ride to the summit (top floor) of the Eiffel Tower. On the day of the event, Discover guide (Viator’s contracted third party company) attempted to buy the groups summit tickets. They were at capacity and the guide only purchased tickets for the second floor. She did not tell us until we were in the Eiffel Tower. She apologized and said the summit was down for maintenance and this happens all the time. LIE!! I spoke with the elevator operator and he stated their haven’t been any maintenance issues. It never shut down for maintenance. When we pried deeper on why she didn’t tell us when she bought the tickets she had no answers for the group. She never gave us an opportunity to cancel or get a refund. Her only response was that she is the guide and only doing what she was told to do. She would not provide a phone number or point of contact for the group to complain or receive a refund. Also, the package included a 1.5 hour tour and we received 5 minutes only. She did not want to be around a group of 20 people that were ripped off knowing she and her company scammed us with no sign of remorse nor a plan for a refund. My family of four spent $278 to ride an elevator to the summit of the Eiffel Tower. 2nd floor tickets are significantly cheaper at roughly $80 for our family. When I complained to Viator they refunded us $33. I explained how their math was wrong and requested another refund. This was declined. I will now call my credit card company to file fraud and will leave as many negative reviews as I can. This company will not cheat me or my family without repercussions.