My husband and I used to be loyal Viator customers -- that has changed now that I actually needed their help. They do absolutely nothing to help their customers in a jam. We've been using them solely since 2016 for all our vacations, often for multiple tours on one vacation. I had an issue on my most recent trip and requested a refund. They did nothing to help me -- needless to say no refund, and not even a credit to use with them in the future. They decided to keep my $300 to themselves, and lose out on future hundreds, as we will never book another tour through Viator. With all the competition they now have that wasn't really there when we first started using them (there's now AirBnB excursions, Expedia excursions, etc.), you'd think they'd try a little harder to satisfy and retain customers.