DO NOT USE VIATOR. Absolutely awful. Use GetYourGuide for the same trip as they are much more reliable and have a decent customer service team. I booked a day trip to Casablanca from Marrakech. It was advertised as hotel pick up but since I knew my hotel was a distance from the center of Marrakech I called the number on this advert to find out if pickup from my hotel was at all possible- I knew I wouldn't be able to make it into the center of Marrakech for this time in the morning. The Viator man on the phone repeatedly assured me that pickup was possible from my hotel and I even joked with him saying I was surprised as it was so far out. He took payment over the phone and my excursion was booked with pickup from my hotel. The night before our excursion I still hadn't heard from anyone regarding our trip so I messaged them and at about 9pm they replied and they said my hotel was too far so I would have to meet them in the center of Marrakech. I politely explained that that wouldn't be possible and that I had informed someone of this issue previously before booking. They said I could pay DOUBLE what I had already paid and be picked up from my hotel. I explained that that wasn't the arrangement and that was unfair considering I was given explicit information that I was able to be picked up from my hotel for no extra costs. After a LOT of back and forth, messaging two different numbers and stressing on my holiday until about 11pm I finally got an email confirmation about my request for a refund. I was woken at 7am by multiple telephone calls from my tour operator asking why I wasn't at the pickup location. I explained the entire situation AGAIN. I finally got confirmation that I could have HALF of my payment back (they rejected my full refund request stating it was my fault I didn't accept their compromise offer of paying double the cost???). I have now been messaging 3 different numbers for 3 days of my holiday just trying to get my money back for a trip I never got to take through no fault of my own. Not only did I miss out on this trip because of terrible customer service but ever since this ordeal I have received no support and everyone has been really dismissive and blaming me for this issue when I went out of my way to prevent any miscommunication. Viator will likely provide a genetic response to this comment but I assure you this situation isn't being sorted and I have been told "there's nothing more than can be done". Awful, feel robbed. I booked 2 trips with GetYourGuide and they have been great so I recommend them for this same trip. Thanks for reading.